Customer Service Manager - Hospitality

Serenity Mental Health Centers • Denver, CO

2d • $90,000 - $120,000 • Onsite

About The Position

Lead a high-performing team in a fast-paced, high-volume service environment where standards are high and every interaction matters. We’re looking for a hands-on leader who knows how to build strong teams, drive performance, and deliver a five-star customer experience at scale . This role is ideal for someone from hospitality, retail, or call center leadership who thrives in structured environments and knows how to balance people leadership with operational excellence.

Requirements

• 10+ years of leadership experience in customer service, hospitality, retail, call center, or similar environments
• Experience managing large teams (30+ employees) in a high-volume setting
• Proven ability to track, analyze, and improve performance metrics (KPIs)
• Strong communication skills with the ability to coach, give feedback, and lead accountability conversations
• Comfortable working in a structured, process-driven environment
• Hands-on leadership style with a focus on team development and operational execution
• Ability to work on-site in a structured, fast-paced environment
• Comfortable managing schedules, workflows, and performance expectations

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 around performance metrics, quality standards, and service delivery
• Ensure every interaction meets a professional, efficient, and high-touch standard
• Oversee scheduling, staffing, and workflow management
• Monitor and improve KPIs related to service quality, productivity, and customer experience
• Step in as needed to support team members and maintain operational flow
• Create a culture focused on precision, consistency, and continuous improvement

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 1-10 employees