The Role: Service Manager
You will be front-leading a team of 50+ rock stars and will be responsible for delivering the highest match success rate across the globe. This is a strategic, high-visibility role where your decisions directly impact business growth and member happiness. You will own strategy, sales, operations, and market development for our HNI premium members.
What You'll Own:
- Strategy & 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 & 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 experience
What We're Looking For:
- 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
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