G2/26 RGP O - Matchmaking Account Manager

Real opportunities. Real impact. Your career, redefined.

(NOTE: A human reviews every application at Oceans, so please apply for only one position and only once a year—if you're a better fit for another role, we’ll route your application accordingly and if we’re not quite ready for you, we’ll reach back out later).

At Oceans, we believe that talent knows no boundaries. That’s why we connect the best and brightest professionals with career-defining opportunities that challenge, inspire, and accelerate their career growth. Our community, whom we call Divers, don’t just work—they dive deep, solve complex challenges, and make a real impact with global industry leaders. And in doing so, they don’t just support bold ideas—they expand their skills, broaden their expertise, and grow their careers.

As a Matchmaking Account Manager, you will serve as a core operator inside a fast-growing matchmaking business, working directly alongside the founder to deliver a high-touch customer experience while building the operational systems that power service delivery.

This role sits at the intersection of customer success, operations, and service design. You will manage active client relationships while simultaneously designing, refining, and enforcing the workflows that support onboarding, matchmaking delivery, and customer engagement at scale.

The role requires strong ownership, emotional intelligence, and operational thinking. You will act as a trusted representative of the founder in day-to-day customer interactions, ensuring that each client receives a thoughtful, structured, and high-quality experience while helping the business evolve its internal operating systems as it grows.

Accountability

Your success as a Matchmaking Account Manager will be defined by the consistency, quality, and scalability of the customer experience you deliver. You will ensure that every client receives timely communication, thoughtful matchmaking engagement, and a service experience that reflects the company’s standards and values.

Here’s how you’ll make an impact:

Customer Operations & Lifecycle Management

• Manage onboarding workflows for new clients, ensuring all required information, preferences, and expectations are accurately captured.
• Maintain up-to-date client records and status tracking across internal systems.
• Coordinate ongoing client touchpoints, including updates, match communications, and follow-ups.
• Ensure consistent engagement cadence across the customer lifecycle.

Matchmaking Delivery & Client Experience

• Oversee the delivery of matchmaking updates and communications to active clients.
• Represent the founder’s voice and judgment in sensitive, relationship-focused conversations.
• Ensure communication remains thoughtful, professional, and aligned with the brand’s tone.
• Maintain a high level of discretion, empathy, and emotional intelligence when interacting with clients.

Operational Systems & Process Design

• Maintain and manage internal tracking systems used to monitor client progress and service delivery.
• Identify operational gaps or inefficiencies in workflows and propose improvements.
• Support the design and refinement of SOPs, SLAs, and operational documentation.
• Help build scalable systems that allow the service to grow while maintaining quality.

Prioritization, Workflow Management & Execution

• Independently manage a large portfolio of active clients while maintaining consistent service standards.
• Set daily and weekly priorities to ensure deadlines, updates, and communication commitments are met.
• Monitor execution workflows and flag risks related to delays, missed touchpoints, or operational breakdowns.

Cross-Functional Collaboration

• Work closely with the founder and internal team members to coordinate service delivery priorities.
• Communicate clearly about customer insights, operational challenges, and improvement opportunities.
• Support internal coordination as the company scales its operations and customer base.

Colleagues

You will work directly with the client’s founder, serving as a key operational partner responsible for executing and evolving the company’s customer experience systems.

Within Oceans, you’ll receive guidance from your Operations Manager to support delivery excellence, professional growth, and long-term success in the role.

Skills & Qualifications

At Oceans, we believe in T-shaped individuals—those who bring deep expertise in one area paired with broad curiosity across the business. As a Matchmaking Account Manager, your vertical focus will be high-touch customer lifecycle management and operational execution, while your horizontal focus will include process design, service scalability, and data-informed decision-making.

To excel in this role, you should have:

• 3–6 years of experience in operations, customer success, account management, or similar roles within fast-paced or early-stage environments.
• Proven ability to take ownership of ambiguous workflows and turn them into structured, repeatable operational processes.
• Strong experience managing high-touch customer relationships where communication quality and trust are critical.
• Exceptional written communication skills with the ability to represent leadership voice and intent in customer interactions.
• Experience working within operational tools such as CRMs, Notion, Airtable, or similar workflow systems.
• Strong prioritization and workload management skills, with the ability to manage a high volume of active customers simultaneously.
• Comfort using AI tools and automation platforms to support operational efficiency and workflow management.
  

Diversity of experience is core to Oceans. You are expected to work inclusively with individuals from a variety of backgrounds, ensuring that both personal and collective dignity are supported.

During the interview process, you’ll have the opportunity to showcase your skills in the following areas:

• Customer Lifecycle Ownership: How you manage onboarding, engagement, and retention across a high-touch customer experience.
• Operational Problem Solving & Process Improvement: How you identify inefficiencies and build systems that scale service delivery.
• Customer Communication & Judgment: How you navigate sensitive customer interactions with clarity, empathy, and professionalism.
• Planning, Prioritization & Execution: How you manage multiple active clients while maintaining service quality and reliability.
• Systems Thinking & Tooling: How you use workflow tools, documentation, and automation to support operational scalability.
• Founder-Proxy Decision Making: How you represent leadership intent and make sound decisions in dynamic environments.

Role Specifications

This is a remote role, where you will be expected to work a split shift with some overlap with our client’s time zone. You will, however, be expected to be present for in-person training programs during your first 90 days with us. During the offer process, we’ll share more information about our benefits and compensation philosophy, considering both market trends and individual factors.

About Oceans

At Oceans, we build remote teams that connect the world’s top 1% of talent with visionary leaders. With us, you’re not just doing a job—you’re redefining your career with opportunities designed to unlock your potential. We welcome the chance to discuss the complementary parts of our business during your interview process and encourage questions about where we are and where we are going.