Customer Service Manager

Job Description

Customer Service Manager

Location: Henderson, NV

Employment Type: Full-Time

Compensation: $70,000–$80,000 + bonus

Serenity is hiring a Customer Service Manager to take full ownership of a high-volume service location — the team, the floor, the numbers, and the member experience. This is a role for someone who has already figured out how to run a busy operation and is ready to do it somewhere that will push them further. You'll be expected to lead visibly, develop your people relentlessly, and keep the standard high even when things get complicated. If your background is in hospitality management, multi-unit retail, or high-volume service operations, you'll walk in already speaking the language. No industry-specific experience required — full training provided from day one.

What You'll Be Responsible For

• Own the full day-to-day operation of a high-volume service location — staffing, workflow, floor presence, and output quality

• Set the performance standard for your team and hold it consistently through coaching, feedback, and structured accountability

• Ensure every member interaction is efficient, professional, and reflects the level of service Serenity is known for

• Manage scheduling, team coverage, and workflow logistics so the operation runs without gaps

• Track location KPIs — volume, efficiency, quality scores — and use that data to make real operational decisions

• Identify underperformance early and address it directly, with clarity and follow-through

• Keep your team developing — not just meeting the bar, but raising it over time

• Represent the location's performance clearly to leadership with data and context

What We're Looking For

• 10+ years of leadership or operations management experience in a high-volume, service-driven environment of 20+ employees

• Background in hospitality, upscale retail, or premium service operations is a strong advantage — if you've run a location where member or guest experience drove every decision, you already know what this job feels like

• You've managed KPIs, had direct performance conversations, and have the outcomes to show for both

• Confident communicator — equally effective with your team on the floor and with leadership in a review

• You don't wait to be told something is off — you see it, own it, and fix it

• Operationally disciplined and consistent, regardless of how busy the floor gets

• No industry-specific licensure or background required — comprehensive training and onboarding included

Nice to Have

• Experience in relationship-based service, concierge operations, or member-facing sales environments

• Background managing teams through rapid growth or significant operational change

• History of building internal pipelines — people you've developed who have moved into bigger roles

Compensation & Benefits

• $90,000+ annually plus bonus incentives

• 90% employer-paid medical, dental, and vision coverage

• 401(k) retirement plan

• 10 PTO days to start, 15 after year one + 10 paid holidays

About Serenity

Serenity is a technology-driven company that delivers advanced, evidence-based solutions for members looking for better outcomes. We run elevated, high-standard service locations and we take the quality of that experience seriously at every level. The people who lead our locations set the tone for everything — and we look for leaders who understand that the details are the job, not a distraction from it. If you've built your career running operations where cutting corners wasn't an option, you'll be at home here.

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