Operations

Service Manager

Service Manager — Premium VIP Matchmaking You'll be front-leading a team of 50+ rockstars, responsible for delivering the highest match success rate across the globe. This isn't a desk job — you'll own strategy, sales, operations, and market development for our HNI premium members. If you're analytical + strategic + hands-on, this is for you.the client ❤■ Be the Voice of Our Members At the client, our Customer Service team is the heartbeat of our brand. We don't just answer calls

MumbaiOn-site4–9 years

What you'll do

The outcomes and responsibilities this role will 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.
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 the client'
experience.

What we're looking for

The experience and capabilities that matter most for this search.

4–9 years of relevant experience with team management, preferably in the Internet industry
Exposure to value & volume selling is a must
Good understanding of Quality metrics and process improvements
Ability to drive performance management using best-in-class metrics
Strong analytical, strategic, and communication skills
Bachelor's Degree
WHY the client?
35 million+ people have trusted the client globally
6 million+ successful matches — and counting
Recognised among the World's 50 Most Innovative Companies alongside Apple, Google & Amazon
Most Trusted Matrimonial Site in India
High-visibility, strategic leadership role with direct business impact
Ready to lead with heart and data?
Apply now and help us create more love stories
■
People Interactive (India) Pvt. Ltd. | the client

Service Manager

What you'll do

What we're looking for

Interview journey

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