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Job Overview
Employment Type
Full-time
Compensation
Salary
Exact $90,000.00
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
vision coverage
401(k) retirement plan
Paid Time Off
Paid holidays
performance-based bonuses
Job Description
Serenity is a well-established company specializing in delivering top-tier customer service within the hospitality industry. Located in Alexandria, VA, Serenity prides itself on creating exceptional customer experiences through a team-oriented approach and operational excellence. The company operates in a fast-paced, high-volume environment where attention to detail and high service standards are paramount. Serenity fosters a culture that values professionalism, accountability, and continuous improvement, aiming to be a leader in the hospitality service sector while offering a supportive and structured environment for its employees.
The role of Customer Service Manager at Serenity is pivotal to maintaining and elevating the company’s reno... Show More
The role of Customer Service Manager at Serenity is pivotal to maintaining and elevating the company’s reno... Show More
Job Requirements
- Ability to work on-site in a structured, fast-paced environment
- Comfortable managing schedules, workflows, and performance expectations
- No industry-specific or clinical experience required - full training provided
- Successful completion of background check
- Successful completion of drug screening
Job Qualifications
- 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 in upscale hospitality, restaurant, or hotel management
- Experience leading teams through growth, change, or scaling operations
Job Duties
- 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
Job Criteria
Experience
Expert Level (7+ years)
Job Location
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