Be the Voice of Our Members
At Shaadi.com, our Customer Service team is the heartbeat of our brand. We 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 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 PL, 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 setting. 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 Understand
📌 Service Manager (New Delhi)
🏢 Shaadi.Com
📍 New Delhi
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