Operations Manager - Customer Experience

Operations Manager – Customer Experience 

Location : Alexandria, VA
Employment Type : Full-Time 
Compensation:  $90,000+ annually

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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. 

No industry-specific experience required. We provide full training. 

What You’ll Do 

• 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 

• 3+ 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.