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Manager, Service Delivery Analytics & Planning

Match Group· Hinge – Trust & Safety /
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Hybrid (New York, NY)$117k - $140kFull-timePosted 1w ago

About the role

Strategic and analytical leadership role supporting operational performance across Trust & Safety Operations through analytics, workforce planning, monitoring, vendor budgeting, quality insights, and process optimization. Centralized operational intelligence translating data into actionable insights to drive scalable, high-quality service delivery.

Responsibilities

  • Operational Reporting & Performance Insights: Own KPI, SLA, productivity, and performance reporting; build scalable dashboards and frameworks; convert data into insights to improve efficiency, throughput, service quality, and customer experience.
  • Performance Governance: Partner with QA to connect quality outcomes to operational performance and establish a balanced efficiency/quality framework.
  • Operational Monitoring & Mission Control: Centralized health monitoring; identify spikes/anomalies/risks; collaborate on alerting, root-cause analysis, and mitigation.
  • Forecasting, Workforce Planning & Allocation: Build/maintain forecast and capacity models; evaluate demand drivers and staffing trends to improve planning accuracy.
  • Vendor Budget Management: Collaborate on vendor budgets, cost models, financial tracking, and evaluate staffing investments and cost optimization opportunities.
  • Investigative Analytics & Process Optimization: Analyze tooling/workflows to uncover trends affecting quality and productivity; support monthly/quarterly planning with deep-dive analyses and recommendations.

Qualifications

  • 3+ years of experience in operations strategy, business operations, workforce planning, analytics, Trust & Safety operations, quality operations, or related operational environments
  • Strong analytical and problem-solving capabilities with experience translating data into operational action
  • Experience building dashboards, forecasting models, operational reporting frameworks, and performance scorecards
  • Familiarity with SLA governance, KPI management, quality assurance reporting, and operational performance monitoring
  • Experience supporting vendor operations and/or BPO environments preferred
  • Strong Excel/Google Sheets skills; experience with Looker, SQL, or similar BI tools preferred (Tableau experience valued)
  • Comfortable navigating ambiguity and fast-moving environments
  • Excellent communication and stakeholder management skills
  • Up to 25% travel

Skills

Required:KPI and SLA reportingData analysis and insightsForecasting and workforce planning
Nice to have:Vendor budgeting and financial tracking

Benefits

  • 401(k) Matching: 100% of the first 10% pre-tax contributions up to $10,000/year
  • Professional Growth: annual Learning & Development stipend after 3 months; Udemy access starting day one
  • Parental Leave & Planning: 20 paid weeks parental leave (birth and non-birth parents)
  • Fertility Support: fertility care via Carrot and stipend for fertility preservation
  • Date Stipend: $100 monthly for epic dates; Hinge Premium free for employees and loved ones
  • ERGs: eight Employee Resource Groups (ERGs)
Last updated Oct 21, 2026. Interested? Apply on the company site.

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