Service Manager

Service Manager – VIP Plus | Shaadi.com
Location: Mohan Estate, Delhi
Experience: 3 - 8 Years | Full-time

Shaadi.com is looking for a Service Manager to lead the VIP Plus customer service operations and manage a high-performing team supporting premium members globally.

Key Responsibilities:

• Lead and manage a team of 50+ members to achieve service, quality, and business goals.


• Own customer experience, service delivery, CSAT, quality metrics, and operational performance.


• Drive sales targets through value-based and volume selling strategies.


• Improve processes using data-driven insights and performance management practices.


• Handle escalations and ensure a premium experience for VIP members.


• Collaborate on technology and process improvements to enhance efficiency.

Requirements:

• 4–7 years of experience in customer service operations/team management.


• Experience in internet, BPO, hospitality, or customer-centric industries preferred.


• Strong understanding of quality metrics, SLA, CSAT, AHT, and process improvement.


• Proven experience managing large teams and achieving business targets.


• Bachelor’s degree required.

If you are passionate about customer experience, leadership, and building scalable service operations, we would love to hear from you.