About the role
You'll be front-leading a team of 50+ rockstars and will be responsible for delivering the highest match success rate across the globe. This isn't a desk job. You'll roll up your sleeves and own strategy, sales, operations, and market development for our HNI premium members. If you're analytical + strategic + hands-on, this is for you.
Responsibilities:
- Strategy and Outcomes: Own the P& L, delivery, quality, and success metrics of the VIP service team.
- Customer Obsession: Be close to the customer. Understand HNI segments across communities and design services that feel personal, empathetic, and premium.
- Speed and Scale: Deliver results in a fast-paced, high-growth environment. Plan for rapid team expansion without compromising quality.
- Sales Leadership: Own and exceed quarterly & annual sales targets with your team. Experience in value + volume selling is key.
- Process Excellence: Leverage data to remodel service processes. Drive CSAT, AHT, Quality Scores, SLA, Shrinkage & Attrition down.
- Tech + Innovation: Champion tech solutions to improve service quality and reduce productivity waste.
- Escalation Mastery: Build closed-loop processes so even an unhappy member leaves with a "Wow, this is " experience.
Requirements:
- At , you won't just manage a team. You'll be shaping how thousands of families find their perfect match.
- This is a strategic, high-visibility role where your decisions directly impact business growth and member happiness.
- 4-7 years of relevant experience with team management, preferably in the Internet industry.
- Exposure to value & volume selling is a must.
- Good Understanding of Quality metrics and process improvements.
- Drive performance management by applying and implementing best-in-class performance metrics.
- Bachelor's Degree.