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 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 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
📌 Service Manager (Delhi)
🏢 People Group
📍 Delhi
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