Operations Manager - Customer Experience

Serenity Mental Health Centers•Alexandria, VA

8d•$90,000•Onsite

About The Position

Lead operations in a fast-paced, high-volume service environment where execution, team performance, and customer experience are everything. This role is ideal for a hands-on leader who takes ownership of people, processes, and outcomes — someone who knows how to run efficient operations, develop strong teams, and consistently deliver a high-quality experience. No industry-specific experience required. We provide full training.

Requirements

3+ years of leadership or management experience in customer service, hospitality, retail, call center, or operations environments
Proven ability to manage team performance, metrics, and day-to-day operations
Strong communication skills with the ability to coach, problem-solve, and lead effectively
Comfortable working in a structured, process-driven environment
Highly organized with the ability to manage multiple priorities simultaneously

Nice To Haves

Hospitality, restaurant, or hotel leadership
Retail or service environments with high standards and performance expectations
Experience with scheduling systems, staffing, or workflow coordination
Background in customer experience or relationship-driven environments

Responsibilities

Own daily operations in a customer-facing, high-volume environment
Lead, coach, and develop a team while driving accountability to performance standards and KPIs
Ensure every customer interaction is professional, efficient, and high-quality
Oversee scheduling, staffing, and workflow management to maintain smooth operations
Track, analyze, and improve key performance metrics related to service, productivity, and overall experience
Identify operational gaps and implement process improvements
Step in as needed to support the team and maintain service levels