Customer Service Manager

Customer Service ManagerSerenity is hiring a Customer Service Manager to take full ownership of a high-volume service location — the team, the floor, the numbers, and the member experience. This is a role for someone who has already figured out how to run a busy operation and is ready to do it somewhere that will push them further. You'll be expected to lead visibly, develop your people relentlessly, and keep the standard high even when things get complicated. If your background is in hospitality management, multi-unit retail, or high-volume service operations, you'll walk in already speaking the language. No industry-specific experience required — full training provided from day one.Location: Sugar Land, TXEmployment Type: Full-TimeCompensation: $70,000–$80,000 + bonusWhat You'll Be Responsible ForOwn the full day-to-day operation of a high-volume service location — staffing, workflow, floor presence, and output qualitySet the performance standard for your team and hold it consistently through coaching, feedback, and structured accountabilityEnsure every member interaction is efficient, professional, and reflects the level of service Serenity is known forManage scheduling, team coverage, and workflow logistics so the operation runs without gapsTrack location KPIs — volume, efficiency, quality scores — and use that data to make real operational decisionsIdentify underperformance early and address it directly, with clarity and follow-throughKeep your team developing — not just meeting the bar, but raising it over timeRepresent the location's performance clearly to leadership with data and contextWhat We're Looking For10+ years of leadership or operations management experience in a high-volume, service-driven environment of 20+ employeesBackground in hospitality, upscale retail, or premium service operations is a strong advantage — if you've run a location where member or guest experience drove every decision, you already know what this job feels likeYou've managed KPIs, had direct performance conversations, and have the outcomes to show for bothConfident communicator — equally effective with your team on the floor and with leadership in a reviewYou don't wait to be told something is off — you see it, own it, and fix itOperationally disciplined and consistent, regardless of how busy the floor getsNo industry-specific licensure or background required — comprehensive training and onboarding includedNice to HaveExperience in relationship-based service, concierge operations, or member-facing sales environmentsBackground managing teams through rapid growth or significant operational changeHistory of building internal pipelines — people you've developed who have moved into bigger rolesCompensation & Benefits$90,000+ annually plus bonus incentives90% employer-paid medical, dental, and vision coverage401(k) retirement plan10 PTO days to start, 15 after year one + 10 paid holidaysAbout SerenitySerenity is a technology-driven company that delivers advanced, evidence-based solutions for members looking for better outcomes. We run elevated, high-standard service locations and we take the quality of that experience seriously at every level. The people who lead our locations set the tone for everything — and we look for leaders who understand that the details are the job, not a distraction from it. If you've built your career running operations where cutting corners wasn't an option, you'll be at home here.Serenity is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening.