Matchmaking Manager – International Client Operations

Matchmaking Manager – International Client Operations

• *Company:** RishtaSite.com
• *Department:** Matchmaking Operations
• *Job Type:** Full\-Time
• *Shift:** Night Shift – US/Canada Time Zone
• *Location:** Jalandhar, Punjab (In person)

Lead a Growing International Matchmaking Operations Team

RishtaSite.com is a premium matchmaking platform serving clients across Canada, the USA, the UK, and Australia. We provide personalized matchmaking services to individuals and families who are looking for meaningful, compatible life partnerships.

Our matchmaking operation is built around personal attention, relationship management, structured follow\-ups, and a high standard of client service. Every client expects more than a list of profiles they expect someone who understands their preferences, takes ownership of their journey, and keeps them informed throughout the process.

We are looking for a **hands\-on Matchmaking Manager** to take complete ownership of our matchmaking department: to lead our matchmakers, maintain service quality, ensure consistent match delivery, and build a team that delivers an exceptional client experience.

This is a floor\-leadership role, not a desk job. You will be on the floor, reviewing client accounts, monitoring team activities, listening to client interactions, resolving escalations, and coaching matchmakers in real time.

If you enjoy building teams, managing client relationships, solving problems, and taking ownership of operational performance, we would like to hear from you.

Your Role

As Matchmaking Manager, you will

Own the Matchmaking Operation

• Take complete ownership of the daily operations and overall performance of the matchmaking department.
• Ensure every enrolled client receives timely, structured, and personalized matchmaking support.
• Monitor the complete client journey, from the initial welcome call to match presentations and member connections.
• Establish clear productivity and service\-delivery expectations for every matchmaking executive.
• Ensure no client account is neglected, inactive, or left without appropriate follow\-up.
• Identify operational gaps and take corrective action before they become client complaints.

Coach and Build the Team

• Directly manage and supervise a team of Matchmaking Executives.
• Allocate client accounts fairly and monitor individual account ownership.
• Review client calls, email communication, match presentations, and follow\-up activities.
• Conduct daily team huddles, weekly one\-on\-ones, and monthly performance reviews.
• Provide practical coaching on client communication, profile understanding, match selection, and objection handling.
• Identify performance gaps and implement individual improvement plans.
• Build a professional, accountable, and client\-focused matchmaking team.

Own the Client Journey

• Ensure welcome calls are completed within 24 hours of a successful sale.
• Ensure every client receives a proper introduction to the matchmaking process and realistic service expectations.
• Monitor client preferences, expectations, and profile requirements.
• Ensure clients receive relevant match presentations regularly.
• Track client feedback and ensure timely responses to every match.
• Ensure weekly progress reports are shared with clients.
• Monitor member connection requests and follow\-ups with both parties.
• Ensure all client interactions and progress updates are properly documented.

Drive Matchmaking Quality

• Establish and enforce quality standards for match selection and profile presentations.
• Ensure suggested profiles are aligned with the client's stated preferences and expectations.
• Review the relevance and quality of matches before and after presentation where appropriate.
• Monitor whether matchmakers are understanding client requirements correctly.
• Identify recurring issues such as unsuitable matches, delayed presentations, and poor communication.
• Work closely with the Quality Assurance team to improve service standards.
• Conduct regular audits of client accounts and matchmaking activities.

Handle Client Escalations

• Take ownership of escalated client complaints and sensitive situations.
• Personally intervene when clients express dissatisfaction with service delivery.
• Resolve concerns related to communication gaps, delayed matches, unsuitable profiles, and lack of progress.
• Handle difficult conversations professionally while maintaining client trust.
• Coordinate with senior management and relevant departments on complex cases.
• Ensure every escalation is documented, investigated, and resolved within the defined timeline.
• Identify the root cause of recurring complaints and implement preventive measures.

Ramp and Develop New Joiners

• Take handover from the Training and Certification team after the initial training programme.
• Own the new matchmaker's transition from training to live client\-account management.
• Monitor new joiners during their initial client interactions and account assignments.
• Evaluate their communication, profile understanding, and client\-handling capabilities.
• Provide continuous coaching until they meet the department's performance standards.
• Ensure new employees understand CRM documentation, SmartMatch updates, and escalation procedures.

Manage the Client Portfolio and CRM

• Monitor the complete client portfolio and ensure every account has an updated status.
• Maintain accurate client records, feedback, and matchmaking activity in SmartMatch.
• Ensure all required video\-call links, client notes, and communication records are maintained.
• Track accounts with no match presentations or no client interaction for extended periods.
• Ensure follow\-up schedules are maintained and no important client communication is missed.
• Monitor account allocation and workload distribution across the team.

Report and Improve

• Report daily and weekly operational performance to senior management.
• Prepare monthly departmental performance reports.
• Track key indicators including welcome\-call completion, match presentations, client feedback, escalations, and member connections.
• Analyse the reasons behind inactive accounts, client dissatisfaction, and service delays.
• Work closely with Sales, Training, and Quality Assurance teams to improve the end\-to\-end client experience.
• Develop strategies to improve client satisfaction, retention, productivity, and service consistency.

Lead the Floor

• Maintain discipline, accountability, and professionalism across the matchmaking department.
• Keep the team motivated and focused on client outcomes.
• Manage employee performance, attendance, and productivity.
• Conduct performance discussions and retention conversations.
• Build a culture of ownership, teamwork, and continuous improvement.
• Uphold the highest standards of client confidentiality, data security, and professional conduct.

What We're Looking ForExperience

• 4–8 years of experience in operations, client relationship management, customer success, customer service, or matchmaking.
• At least 2–3 years of direct team\-management experience.
• You should be able to explain the team size you managed, the number of client accounts handled by your department, and the service or performance improvements you delivered.
• Experience in matrimony, relationship management, premium customer service, hospitality, healthcare, wellness, or other high\-touch client\-service industries is strongly preferred.
• Experience handling escalations, managing client portfolios, conducting quality audits, and developing employees.
• Experience hiring, training, and managing team members.

Skills

• Excellent English communication skills, both verbal and written. Punjabi is a strong added advantage.
• Strong leadership, team\-management, and decision\-making abilities.
• Genuine coaching ability you can review a client interaction and explain exactly what the executive needs to improve.
• Strong understanding of client relationship management and service\-delivery standards.
• Ability to manage multiple client accounts and competing priorities.
• Comfortable using CRM platforms, SmartMatch, Excel, and Google Sheets.
• Strong analytical and reporting skills.
• Confident handling difficult client conversations and employee performance discussions.

Attitude

• **Hands\-on:** You are willing to sit with your team, review accounts, listen to calls, and coach employees directly.
• **Accountable:** You take ownership of client satisfaction and departmental performance rather than passing responsibility to someone else.
• **Client\-focused:** You understand that every client deserves timely communication, personalized attention, and professional service.
• **Quality\-driven:** You never compromise on the relevance of matches, service quality, or accurate client documentation.
• **Ethical:** You maintain strict standards of client confidentiality, data security, and honest communication.
• **Calm under pressure:** You can manage escalations, challenging situations, and operational pressure without compromising team performance.

Requirements

• Willing and able to work night shifts aligned with US/Canada time zones on a permanent basis.
• Based in or willing to relocate to Jalandhar, Punjab.
• Comfortable working in an on\-site managerial position.
• Candidates from Ludhiana, Chandigarh, Amritsar, and across Punjab are welcome to apply.

Key Performance Areas

Your performance will be evaluated on

• Welcome\-call completion and onboarding quality.
• Timeliness and consistency of match presentations.
• Match relevance and client feedback.
• Weekly client progress\-report compliance.
• Member connection follow\-up and progress.
• Client satisfaction and retention.
• Quality Assurance scores.
• Escalation resolution and response time.
• Team productivity, attendance, and performance.
• CRM and SmartMatch documentation accuracy.

Why Join RishtaSite.com?

• **Competitive salary with attractive performance incentives.**
• **Real ownership** — you will lead the matchmaking department, not just monitor reports.
• **Clear growth path** — an opportunity to grow into senior operations leadership as the department expands.
• **International client exposure** — work with clients across North America, the UK, and Australia.
• **A meaningful product** — our work helps individuals and families find life partners.
• **Established processes** — dedicated Sales, Training, and Quality Assurance teams already in place.
• **Leadership opportunity** — build, coach, and develop a professional matchmaking team.
• **Supportive and collaborative work environment.**

Are You the Right Fit?

This role is ideal for someone who is

• *A Leader · A Problem\-Solver · Client\-Focused · Accountable · Quality\-Driven · Hands\-On**

If you have managed a client\-service or operations team before, take pride in developing people, and believe in delivering exceptional client experiences, we would like to speak with you.

Take the Next Step

Apply today and take ownership of the matchmaking operations team at RishtaSite.com.

Shortlisted candidates will be asked to complete a practical managerial assessment involving a sample client escalation, matchmaking case review, and team\-performance scenario as part of the selection process.

• *Work Location:** In person — Jalandhar, Punjab (Required)

Pay: ₹25,000\.00 \- ₹55,000\.00 per month

Language

• Punjabi (Preferred)

Work Location: In person