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 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 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 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.
- 4-7 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.
- Bachelor’s Degree.
Ready to lead with heart and data?
Apply Now and help us create more love stories
