Customer Service Manager - Hospitality

Serenity Mental Health Centers • Denver, CO

3d • $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