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+ rockstars 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 are analytical + strategic + hands-on, this is for you.

What You 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 wont 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.
• Bachelors Degree.

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