Operations Manager - Customer Experience

Location: Orlando, FL

Employment Type: Full-Time

Compensation: $90,000+ annually

Overview

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

• 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
• Highly 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

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.

Training & Requirements

• 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

Compensation & Benefits

• $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

Serenity Healthcare is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening.