Be the Voice of Our Members ❤️
At Shaadi.com, our Customer Service team is the heartbeat of our brand. We don’t 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 Premium 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’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 quick-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.
4-9 years of relevant experience with team management, preferably in Internet industry.
Exposure to value & volume selling is a must.
Good Understanding of Quality met

📌 Service Manager (India)
🏢 Shaadi.Com
📍 India