Operations Manager - Customer Experience
About the role
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.
What You'll Do
- No industry-specific experience required. We provide full training.
- 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
What This Role Feels Like
A fast-moving environment where priorities shift and strong leadership is critical. A balance of people leadership and operational execution. High standards — you'll be measured on team performance and consistency. A role where you are actively involved, coaching in real time, and driving results daily.
What We're Looking For
- 10+ 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
- Hightly organized with the ability to manage multiple priorities simultaneously
Preferred Background
- 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
- No clinical or industry-specific experience required — full training provided
- Ability to work on-site in a structured, fast-paced environment
- Comfortable managing schedules, workflows, and performance expectations
- $90,000+ base salary
- Health, dental, and vision coverage (90% employer-paid)
- 401(k) retirement plan
- Paid time off: 10 days (15 after first year) + 10 paid holidays
- Ongoing leadership development and advancement opportunities
About You
You've worked in environments where execution and service quality mattered every day. You know how to keep operations running smoothly, hold a team accountable, and step in when things get busy. You're comfortable balancing people leadership with process management, and you take pride in building teams that perform at a high level.