Job Description
Customer Service Manager – Operations & Experience Location: Loveland, CO Employment Type : Full-Time Compensation: $90,000+ annually + performance-based bonuses Overview 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. What You’ll Do ~ 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 What This Role Feels Like ~ Fast-paced environment where priorities shift and strong leadership is critical ~ A mix of people leadership and operational execution ~ High standards — success is measured by team performance and consistency ~ A role where you are actively coaching, problem-solving, and driving results daily What We’re Looking For ~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 Preferred Background ~ 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 About You You’ve worked in environments where service standards were non-negotiable. You know how to manage a busy operation, hold a team accountable, and maintain quality even under pressure. You’re comfortable balancing people leadership with performance management, and you take pride in building teams that deliver consistent, high-level results. Compensation & Benefits ~$90,000+ base salary + performance-based bonuses ~ Health, dental, and vision coverage (majority employer-paid) ~401(k) retirement plan ~ Paid time off: 10 days (15 after first year) + 10 paid holidays Serenity Healthcare is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening. In accordance with Colorado's Equal Pay for Equal Work Act this position pays $90,000 + annually.