Key Responsibilities:
1. SOP Creation:
- Develop and implement Standard Operating Procedures (SOPs) to ensure consistency, quality, and efficiency in client experiences.
2. Matchmaker Recruitment & Training:
- Recruit and hire matchmakers on an ongoing basis to meet growing client demand.
- Conduct group interviews to efficiently identify top candidates.
- Build and run comprehensive training programs for new hires.
- Incorporate shadowing and mentorship to accelerate matchmaker development.
3. Client Experience:
- Ensure every client receives a consistent, premium experience.
- Assign each client to a dedicated matchmaker, sales representative, and customer service representative for well-rounded support.
- Ensure all contracts are signed before onboarding clients to maintain operational integrity.
4. Performance Monitoring:
- Track and assess matchmaker performance using key metrics and data-driven insights.
- Utilize performance data to drive process improvements and better client outcomes.
5. Matchmaker Preferences:
- Align client needs and preferences with matchmaker strengths and areas of expertise.
- Triaged client profiles to ensure optimal matchmaker assignments and superior client satisfaction.
6. Coaching Curriculum Development:
- Create and refine a coaching curriculum for matchmakers.
- Enable ongoing professional development to ensure matchmakers provide world-class service.
What You Bring to the Table:
- Matchmaking industry experience is required.
- Proven experience in operations roles.
- Demonstrated ability to recruit, train, and manage teams.
- Strong analytical mindset with experience using data to inform decision-making.
- A passion for creating outstanding customer experiences.
About Spark Networks, Inc
Spark Networks is a leading global dating company with a widening portfolio of premium & freemium apps, including Zoosk, JDate, Christian Mingle, Silver Singles, and Elite Singles. Formed in 2017 through the merger of Affinitas GmbH and Spark Networks, Inc., the company operates in 29 countries worldwide.
Our current benefits offerings include:
- Medical, Dental, & Vision Insurance
- Employer Paid Basic Life Insurance
- 401(k) Retirement Plan & Company Match
- FSA, DCA, and Commuter Benefit Plans
- Company Paid Holidays
- Flexible Time off
Spark Networks is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for our employees. Any hiring decision is based on qualifications, skills, abilities, and the specific needs of Spark Networks with regard to a given position.