Customer Experience Manager

Customer Experience Manager – Operations 

Location: Henderson, NV 
Employment Type: Full-Time 
Compensation: $90,000k annually 

Overview 

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.