Customer Service Manager - Hospitality

Customer Service Manager – Hospitality 

Location: Alexandria, VA
Job Type:  Full-Time 
Compensation: $90,000+ annually + performance-based bonuses 

Overview 

Lead a high-performing team in a  fast-paced, high-volume service environment  where standards are high and every interaction matters. 

We’re looking for a hands-on leader who knows how to  build strong teams, drive performance, and deliver a five-star customer experience at scale . This role is ideal for someone from hospitality, retail, or call center leadership who thrives in structured environments and knows how to balance people leadership with operational excellence. 

What You’ll Do 

• Lead daily operations in a high-volume, customer-facing environment

• Manage, coach, and develop a team of 30+ employees

• Drive accountability around performance metrics, quality standards, and service delivery

• Ensure every interaction meets a professional, efficient, and high-touch standard

• Oversee scheduling, staffing, and workflow management

• Monitor and improve KPIs related to service quality, productivity, and customer experience

• Step in as needed to support team members and maintain operational flow

• Create a culture focused on precision, consistency, and continuous improvement

What This Role Feels Like 

• Fast-paced environment where priorities shift quickly and strong leadership is essential

• High standards — you’ll be measured on team performance, not just activity

• A role where you’re on the floor, coaching in real time, and driving results daily

• A team that values accountability, professionalism, and doing things the right way

What We’re Looking For 

• 10+ years of leadership experience in customer service, hospitality, retail, call center, or similar environments

• Experience managing  large teams (30+ employees) in a high-volume setting

• Proven ability to track, analyze, and improve performance metrics (KPIs)

• Strong communication skills with the ability to coach, give feedback, and lead accountability conversations

• Comfortable working in a structured, process-driven environment

• Hands-on leadership style with a focus on team development and operational execution

Preferred Background 

• Upscale hospitality, restaurant, or hotel management

• Customer support leadership

• Retail or service environments with high standards and performance expectations

• Experience leading teams through growth, change, or scaling operations

About You 

You’ve worked in environments where  service standards were non-negotiable  — whether in hospitality, retail, or high-volume customer operations. You know how to lead from the front, hold a high bar, and develop teams that deliver consistently strong results. 

You’re ready for a role where you can  own outcomes, build a team, and create a best-in-class customer experience. 

Training & Requirements 

• No industry-specific or clinical 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 + performance-based bonuses

• Health, dental, and vision coverage (majority employer-paid)

• 401(k) retirement plan

• Paid time off: 10 days (15 after first year) + 10 paid holidays

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