Operations Manager - Customer Experience

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.

Location: Orlando, FL

Employment Type: Full-Time

Compensation: $90,000+ annually

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

• 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

• 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

• 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

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.

• 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

• $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.