Customer Service Manager - Operations & Experience
About The Position
Lead a high-performing team in a fast-paced, high-volume customer service environment where consistency, accountability, and execution drive success. We’re looking for a hands-on leader who knows how to build strong teams, manage performance, and deliver a high-quality customer experience at scale. This role is ideal for someone from hospitality, retail, or customer service leadership who thrives in structured environments and leads from the front. No industry-specific experience required — full training provided. This role involves a mix of people leadership and operational execution in a fast-paced environment where priorities shift and strong leadership is critical. High standards are expected, and success is measured by team performance and consistency. You will be actively coaching, problem-solving, and driving results daily.
Requirements
- 10+ years of leadership or operations experience in customer service, hospitality, retail, call center, or similar environments
- Experience managing large teams (30+ employees) in high-volume settings
- Proven ability to track, analyze, and improve KPIs
- Strong communication skills with the ability to coach, give feedback, and lead accountability conversations
- Comfortable working in a structured, process-driven environment
- Leadership style that is hands-on, performance-focused, and team-oriented
Nice To Haves
- Upscale hospitality, restaurant, or hotel management
- Customer support leadership
- Retail or service environments with high standards and performance expectations
- Experience leading teams through growth, change, or scaling operations
Responsibilities
- Lead daily operations in a high-volume, customer-facing environment
- Manage, coach, and develop a team of 30+ employees
- Drive accountability to performance metrics, service standards, and productivity goals
- Ensure every interaction is professional, efficient, and high-quality
- Oversee scheduling, staffing, and workflow management
- Monitor and improve KPIs related to volume, efficiency, and customer experience
- Identify operational gaps and implement process improvements
- Step in as needed to support the team and maintain service levels
Benefits
- Health, dental, and vision coverage (majority employer-paid)
- 401(k) retirement plan
- Paid time off: 10 days (15 after first year)
- 10 paid holidays
- Performance-based bonuses
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
