Service Manager – Premium VIP Matchmaking

About the role

Shaadi.com is seeking a Service Manager to lead its Premium VIP Matchmaking service. You will head a team of 50+ members, driving strategy, sales, operations and market development for high‑net‑worth (HNI) customers worldwide.

Key responsibilities

• Own P&L, delivery, quality and success metrics for the VIP service team.
• Design and deliver personalized, premium experiences for HNI members across different communities.
• Scale the team rapidly while maintaining service quality and meeting SLA, CSAT and AHT targets.
• Achieve and exceed quarterly and annual sales targets through value and volume selling.
• Use data to improve processes, reduce attrition and enhance performance metrics.
• Champion technology solutions that increase efficiency and service quality.
• Build closed‑loop escalation processes to ensure every member leaves satisfied.

Required profile

• 4‑9 years of relevant experience with team management, preferably in the internet or online services sector.
• Proven experience in value‑based and volume selling.
• Strong understanding of quality metrics, process improvement and performance management.
• Bachelor’s degree.

Required skills