Customer Service Manager – Operations & Experience

About the role

We are seeking a hands‑on leader to oversee a high‑volume customer‑facing operation in Jacksonville. The role combines people management with operational execution to ensure consistent, high‑quality service delivery.

Key responsibilities

• Lead daily operations for a team of 30+ employees in a fast‑paced environment.
• Coach, develop, and hold the team accountable to performance metrics, service standards, and productivity goals.
• Manage scheduling, staffing, and workflow to meet volume and efficiency targets.
• Monitor and improve KPIs related to volume, efficiency, and customer experience.
• Identify operational gaps and implement process improvements.
• Step in to support the team and maintain service levels as needed.

Required profile

• 10+ years of leadership or operations experience in customer service, hospitality, retail, call center, or similar environments.
• Proven experience managing large teams (30+ employees) in high‑volume settings.
• Demonstrated ability to track, analyze, and improve key performance indicators.
• Strong communication skills with a focus on coaching, feedback, and accountability.
• Comfortable working in a structured, process‑driven environment.
• Hands‑on, performance‑focused leadership style.

Required skills

What we offer

• Base salary of $90,000+ per year plus performance‑based bonuses.
• Majority‑paid health, dental, and vision coverage.
• 401(k) retirement plan.
• Paid time off: 10 days (15 after first year) plus 10 paid holidays.