Sr. Manager of Operations leading execution, transformation, and standardization of Fused/Night Vision Panoramic. Overseeing strategic and daily operations execution across all functions/stakeholders.
About the role
- Senior Manager leading Trust & Safety operations for Match Group's customer care and support functions. Focusing on operational excellence and best-in-class member experience at a leading dating services provider.
Responsibilities
- Lead the creation and implementation of a CEO-sponsored, portfolio-wide Social Support function focused on customer service and safety.
- Define the strategic vision, user experience, operational workflows, tooling requirements, and success metrics to measure and demonstrate ROI.
- Partner with T&S Policy and Governance teams to oversee vendor operations, policies, processes, and quality, driving continuous improvement across internal and vendor workflows.
- Collaborate with Workforce and Vendor Management teams to forecast short- and long-term resource needs, ensuring scalability and operational efficiency.
- Advocate for strategic product improvements and resource reallocations to optimize workflows and reduce operational costs.
- Work closely with brand moderation, Product, Security, and IT teams to analyze and enhance cross-portfolio workflows and user experiences.
- Translate operational challenges and process insights into clear, prioritized policy, product, and technical requirements.
- Develop and champion an AI moderation strategy that aligns with business needs and the organization’s overarching AI mission, vision, and guardrails.
Requirements
- 3+ years of experience managing customer service or trust & safety teams.
- Proven success building, managing, and optimizing a Zendesk instance.
- Knowledge of legal and compliance requirements related to content moderation, data privacy, and user safety.
- Strong track record of designing and improving cross-functional processes across internal and external teams.
- Bonus: Experience managing social support functions or using social media CRM tools.
- Excellent problem-solving, analytical, and presentation skills, with the ability to multitask and prioritize effectively.
- Strong business acumen and ability to communicate the operational and business impact of key decisions.
- A collaborative team player with deep empathy for users and a growth mindset.
Benefits
- Medical, mental health, and wellness benefits to support your overall health and well-being
- Competitive compensation, 100% employer match on 401k contributions up to 10% (cap at $10,000)
- Employee stock purchase program to help you feel supported in your financial security
- Generous PTO and 18 paid holidays so you can unplug
- Annual training allowance for professional development and ERG membership opportunities and events
- 20 weeks of 100% paid parental leave, fertility, adoption, and child care resources, as well as pet insurance and discounts
- Fun happy hours and company events where our employees get to know each other and build a sense of connection and belonging!
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