International Service Manager

People Group; Thane; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Shaadi.com is seeking a Service Manager to lead the VIP NRI matchmaking service globally. You will drive strategy, sales, operations, and market development for premium members, leading a 50+ strong team and delivering top-tier service metrics.

You will own outcomes, be close to customers, and scale rapidly while maintaining quality and personal, empathetic service. A strategic, hands-on leader with strong analytical skills is essential for success.

Qualifications

• 4-7 years of relevant experience with team management.
• 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.

Responsibilities

• Own the P&L, delivery, quality, and success metrics of the NRI VIP service team.
• Be close to the customer, understand HNI segments across communities and design premium, empathetic services.
• Deliver results in a fast-paced, high-growth environment and plan for rapid team expansion while maintaining quality.
• Own and exceed quarterly and annual sales targets with your team, focusing on value plus volume selling.
• Leverage data to remodel service processes and improve CSAT, AHT, quality scores, SLA, shrinkage, and attrition.
• Champion tech solutions to improve service quality and reduce productivity waste.

Skills

Team management

Sales leadership

Customer service

Strategy

Process improvement

Quality metrics

Performance management

Education

Bachelor's Degree

Job description

Hiring: Service Manager

Be the Voice of Our Members

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 were looking for a leader to take our VIP Matchmaking Service to the next level

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. Youll roll up your sleeves and own strategy, sales, operations, and market development for our NRI premium members. If youre analytical + strategic + hands-on, this is for you.

What Youll Own:

• Strategy & Outcomes : Own the P&L, delivery, quality, and success metrics of the NRI 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 Were Looking For:

• At Shaadi.com, you wont just manage a team. Youll 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.