Operations Manager

Job Summary

Location: Bengaluru (Work From Office)

Travel: None

Department Overview

Assisted Services is a premium, personalized matchmaking offering designed for busy professionals and individuals who require dedicated support in their partner search. The service combines technology with human expertise, where trained Relationship Managers guide members through the matchmaking journey — from understanding preferences to facilitating meaningful introductions.

• A team of 600+ highly trained Relationship Managers
• Responsible for 1000+ successful matches every year
• Over 10,000 marriages facilitated since inception
• The only matrimonial service with a physical presence across India, operating from 10 branches
• Multi-lingual Relationship Managers supporting members across regions

The department focuses on delivering high-quality matchmaking experiences while ensuring strong business outcomes across member engagement, renewals, and revenue productivity.

Role Overview

Will be responsible for driving overall business performance, service excellence, and people leadership for Assisted services in Karnataka.

The role manages 3-4 Heads of Member Experience (HMEs), who in turn lead pods of Relationship Managers. The State Head ensures consistent performance across member engagement, service quality, productivity, and revenue metrics while building a high-performing service and sales organization.

This role requires operational leadership, business acumen, and people management capability to scale Assisted Services within the state while ensuring an exceptional member experience.

The incumbent will act as the key business owner for Assisted Services in the state, ensuring alignment with organizational goals and driving sustainable growth.

Key Responsibilities

Business & Revenue Leadership

• Own and drive state-level revenue, renewals, and productivity targets for Assisted Services.
• Ensure consistent achievement of value productivity and volume productivity across pods.
• Monitor and improve conversion performance, pipeline management, and revenue realization.
• Identify opportunities to scale Assisted packages within the state.

Service Excellence & Member Outcomes

• Ensure a high-quality, personalized matchmaking experience for members across the state.
• Monitor and improve prospect connect, prospect acceptance, and engagement metrics.
• Drive strong renewal performance and member satisfaction.
• Ensure strict adherence to service processes, SOPs, and quality standards.

Leadership & People Management

• Lead and manage 3-4 HMEs, ensuring strong leadership across all RM pods.
• Build a high-performance culture focused on accountability, service excellence, and results.
• Coach HMEs on team leadership, performance management, and service delivery.
• Partner with HR and training teams to strengthen capability development.

Performance Governance & Operations

• Monitor state-level dashboards and operational metrics to track pod performance.
• Identify gaps and implement performance improvement initiatives.
• Conduct regular business reviews with HMEs to drive accountability.
• Ensure effective resource allocation, workload balancing, and productivity management.

Cross-Functional Collaboration

• Work closely with Product, Marketing, HR, Training, and Operations teams to improve member experience and operational efficiency.
• Provide market insights and customer feedback to influence product improvements.
• Support initiatives aimed at improving platform adoption, service delivery, and engagement.

Requirements

Education

• Bachelor's degree required and
• MBA preferred

Experience

• 10-12 years of experience in sales, service, or customer-facing operations
• 4+ years of people leadership experience, preferably managing managers
• Experience managing 40+ teams and revenue-driven service businesses
• Experience in consumer services, matchmaking, hospitality, telecom, BFSI, or relationship management businesses preferred

About Matrimony.com

Matrimony.com Ltd, a Great Place to Work Certified Wed-Tech company listed on the BSE and NSE, is a leader in matchmaking and wedding services. Its flagship brand, Bharat Matrimony, is the largest and most trusted matrimony brand (Brand Trust Report 2014) spanning customers across the entire economic strata. The company serves over 8 million members with the support of 3,000+ associates and a network of 130 company-owned retail outlets.

Key Offerings

Matchmaking Services:

• BharatMatrimony and 200+ matrimony brands segmented on religion, languages, communities, and occupation.
• Jodii: An exclusive matchmaking app for non-degree holders in 9 Indian languages
• Assisted Service and EliteMatrimony: Personalised services for the HNI, NRI and Premium segment of customers

Wedding Services:

• Wedding Bazaar: Largest wedding services provider.
• Mandap.com: Largest online wedding venues platform.
• MakeMyWedding: Personalized & curated wedding planning services.

New Initiatives & Verticals

• Astro Free Chat: It is an exclusive app for any astrology consultation
• ManyJobs: Employment platform targeting grey collar workforce. In vernacular language for the Tamil Nadu market (initial phase) and with some of industry first features for both companies and candidates
• Luv.com: A next generation serious relationship app.

International Presence

Matrimony.com has successfully expanded into international markets, with UAE operations thriving for 4+ years and Bangladesh operations commencing in 2021. With a mission to dominate the $55 billion wedding services industry.