Customer Service Manager

Role Overview

Serenity Healthcare is seeking a Customer Service Manager in Fort Worth, Texas, to take complete responsibility for a busy service site. The role covers the team, the floor, performance metrics, and the overall member experience. It is best suited to someone who has already led a fast-moving operation and wants a new challenge in a high-standard environment. The company is looking for a visible, hands-on leader who develops people continuously and maintains strong standards even during hectic periods. Candidates with experience in hospitality management, multi-location retail, or other high-volume service settings are a strong fit. Prior experience in the healthcare industry is not required because full training begins on day one.

What You Will Do

• Oversee the complete daily functioning of a high-traffic service location, including staffing, workflow, floor leadership, and quality of output.
• Establish clear performance expectations and reinforce them through coaching, feedback, and consistent accountability.
• Make sure every customer or member interaction is smooth, professional, and aligned with Serenity’s service standards.
• Coordinate schedules, team coverage, and operational flow so the site runs efficiently without staffing or process gaps.
• Monitor key location metrics such as volume, efficiency, and quality scores, then use those numbers to guide operational decisions.
• Spot performance issues early and address them directly with clarity and follow-through.
• Keep the team growing by raising expectations over time, not just maintaining the minimum standard.
• Communicate location performance to leadership in a clear, data-backed way.

What the Company Is Looking For

Applicants should have more than 10 years of leadership or operations management experience in a service-focused environment with 20 or more employees. A background in hospitality, premium retail, or other upscale service operations is highly valued, especially for those who have managed a location where the client or guest experience shaped every decision. The ideal candidate has worked with KPIs, conducted direct performance conversations, and can demonstrate strong results. Strong communication skills are essential, both for leading a team on the floor and for presenting updates to senior leadership. The right person acts quickly when something is off, remains operationally disciplined under pressure, and keeps standards steady no matter how busy the day becomes. No industry-specific license is needed, and comprehensive onboarding and training are provided.

Preferred Background

• Experience in relationship-driven service, concierge-style operations, or member-facing sales environments.
• Exposure to leading teams through rapid expansion or major operational change.
• Experience developing team members who later moved into larger roles.

Compensation and Benefits

• Annual pay starts at $90,000, plus bonus opportunities.
• Medical, dental, and vision coverage with 90% of the premium paid by the employer.
• 401(k) retirement plan.
• 10 PTO days at the start, increasing to 15 after the first year, plus 10 paid holidays.

About the Company

Serenity is a technology-focused organization that provides advanced, evidence-based solutions for members seeking better outcomes. The company operates premium, high-standard service locations and places significant value on the quality of each interaction. Leaders are expected to set the tone for the entire site, with attention to detail treated as part of the job rather than an extra task. Candidates who have built careers in operations where cutting corners was never acceptable are likely to thrive here.

Employment Conditions

This is a full-time, onsite position based in Fort Worth, TX, within the Dallas-Fort Worth Metroplex. Employment is subject to successful completion of a background check and drug screening. Serenity is an equal opportunity employer.