Job Description

Customer Experience Manager – Operations

Location: Sugar Land, TX
Employment Type: Full-Time
Compensation: $90,000k annually

Lead a team in a high-volume, customer-facing environment where delivering a consistent, high-quality experience is the top priority.

We’re looking for a hands-on leader who thrives in fast-paced, structured environments and knows how to build strong teams, manage performance, and create a polished, professional experience across every interaction.

No industry-specific experience required — full training provided.

What You’ll Do

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

• Lead, coach, and develop team members to deliver a high-touch, professional experience

• Ensure every interaction is welcoming, efficient, and consistent

• Manage staffing, scheduling, and workflow execution

• Monitor and improve key performance metrics (KPIs) related to service, efficiency, and overall experience

• Guide conversations and provide clear, confident communication to customers

• Identify opportunities to improve processes, service quality, and team performance

• Step in as needed to support the team and maintain service levels

What This Role Feels Like

• Fast-paced environment where attention to detail and composure under pressure matter

• A balance of people leadership and operational execution

• High standards — success is measured by team performance and customer experience quality

• A role where you are actively coaching, problem-solving, 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 performance metrics and drive results

• Experience coaching team members and leading performance-based conversations

• Strong communication skills with a service-oriented, professional approach

• Comfortable working in a structured, process-driven environment

• Highly organized with the ability to manage multiple priorities in a high-volume setting

Preferred Background

• Hospitality, restaurant, hotel, or guest services leadership

• Retail or service environments with high standards and performance expectations

• Experience in customer experience or relationship-driven environments

About You

You’ve worked in environments where service quality was everything You know how to lead a team, maintain high standards, and ensure every interaction leaves a strong impression.

You’re comfortable balancing people leadership with operational execution, and you take pride in building teams that deliver consistent, high-level results.

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 one year) + 10 paid holidays

• Clear advancement and growth opportunities

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