Operations Manager - Customer Experience

Role Overview

Serenity Healthcare is seeking a hands-on Operations Manager to oversee a fast-paced, high-volume customer service environment in Fort Worth, TX. This position is centered on strong execution, team leadership, and creating a consistently excellent customer experience.

The right candidate will take full ownership of daily operations, people management, and process quality. You should be comfortable leading a team, improving workflows, and keeping service standards high throughout the day.

Key Responsibilities

• Take charge of day-to-day operations in a busy, customer-facing setting.
• Coach, guide, and grow team members while holding them accountable to KPIs and performance expectations.
• Make sure every customer interaction is handled professionally, efficiently, and with a high level of quality.
• Coordinate staffing, schedules, and workflow to keep operations running smoothly.
• Monitor, interpret, and improve performance indicators tied to service, productivity, and customer experience.
• Spot operational issues and put practical process improvements in place.
• Provide direct support to the team whenever needed to protect service levels.

What the Role Involves

• A dynamic setting where priorities can change quickly and strong leadership is essential.
• A mix of people management and operational execution.
• High performance expectations, with success measured by consistency and team results.
• An active leadership role where you will coach in real time and help drive daily outcomes.

Experience and Requirements

• No healthcare or industry-specific background is needed; complete training will be provided.
• At least 10 years of leadership or management experience in customer service, hospitality, retail, call center, or operations roles.
• Demonstrated ability to manage team performance, metrics, and daily operations effectively.
• Strong communication skills and the ability to coach, resolve problems, and lead a team.
• Comfort working in a structured, process-oriented environment.
• Strong organizational skills and the ability to manage several priorities at once.
• Must be willing and able to work on-site in a fast-moving environment.
• Comfort with handling schedules, workflows, and performance standards.

Preferred Background

• Leadership experience in hospitality, restaurants, or hotels.
• Experience in retail or other service settings with demanding standards and high performance goals.
• Exposure to scheduling tools, staffing coordination, or workflow management.
• Background in customer experience or relationship-focused environments.

Compensation and Benefits

• Base salary starts at $90,000+ per year.
• Health, dental, and vision insurance with 90% employer contribution.
• 401(k) retirement savings plan.
• Paid time off of 10 days, increasing to 15 days after the first year, plus 10 paid holidays.
• Ongoing leadership development and opportunities for advancement.

Additional Information

Location: Fort Worth, TX.

Employment type: Full-Time.

Serenity Healthcare is an equal opportunity employer. Final employment is subject to successful completion of a background check and drug screening.