Service Manager

Hiring: Service Manager | Shaadi.com

Be the Voice of Our Members
At Shaadi.com, our Customer Service team is the heartbeat of our brand. We dont just answer calls — we understand needs, deliver on promises, and help create life-long relationships. Now we’re looking for a leader to take our VIP Matchmaking Service to the next level

The Role: Service Manager

You’ll be front-leading a team of 50+ rock stars and will be responsible for delivering the highest match success rate across the globe .This isn’t a desk job. You’ll roll up your sleeves and own strategy, sales, operations, and market development for our HNI premium members. If you’re analytical + strategic + hands-on, this is for you.

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 a "Wow, this is Shaadi.com" experience

What We’re Looking For:

• At Shaadi.com, you won’t just manage a team. You’ll be shaping how thousands of families find their perfect match.
• This is a strategic, high-visibility role where your decisions directly impact business growth and member happiness.
• 4-7 years of relevant experience with team management, preferably in 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.
• Bachelor’s Degree.

Ready to lead with heart and data?
Apply now and help us create more love stories