Service Manager

Pylon Management Consulting; Chennai District, Delhi; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Shaadi.com is seeking a Service Manager to lead a 50+ member VIP service team, owning strategy, sales, operations, and market development for premium members. You'll roll up your sleeves in a fast-growing environment, shaping processes, metrics, and customer experience.

Ideal candidates have 4–9 years of team management, exposure to value and volume selling, and a Bachelor’s Degree, with a passion for delivering a Wow experience.

Qualifications

• 4-9 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.

Responsibilities

• 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

Skills

Team management

Strategic thinking

Analytical

People leadership

Education

Bachelor's Degree

Job description

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.
• Good Understanding of Quality metrics and process improvements.
• Drive performance management by applying and implementing best in class performance metrics.
• Bachelor’s Degree.