The Role: Service Manager

Youll be front-leading a team of 50+ rock stars and will be responsible for delivering the highest match success rate across the globe This isnt 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.

- 4-9 years of relevant experience with team management, preferably in Internet industry.

- Exposure to value & volume selling is a must.

- Positive Understanding of Quality metrics and process improvements.

- Drive performance management by applying and implementing best in class performance metrics.

- Bachelor’s Degree.

📌 Service Manager (Chennai)
🏢 Pylon Management Consulting
📍 Chennai