About the role

Director of Operations overseeing global operations team for Match Group apps. Ensuring best-in-class customer care and content moderation with a focus on user safety.

Responsibilities

Oversee a global operations team focused on member escalations for multiple brands, including Tinder, OKCupid, Match, and Plenty of Fish.
Oversee day-to-day member contact while providing coaching and feedback to ensure that the team maintains a high level of productivity and quality.
Deliver best-in-class customer experience by building a quality driven culture that’s obsessed with member experience and satisfaction, with both internal teams and external business partners.
Support multiple brands through the development and execution of a shared service strategy, driving consistency, efficiency, and scalability across operations while tailoring solutions to the unique needs of each brand.
Track and analyze key operational and performance metrics, identify trends, and develop solutions to optimize team workflows to improve efficiency.
Help draft guidelines and policies for the Operations team, as well as ensuring the team is up-to-date on all policy, process and product changes.
Work closely with key stakeholders - Quality, Training, Policy, Legal, Comms, and Product, on time sensitive issues and escalations.
Protect our ecosystem, prevent inauthentic activity, enforce our TOS and policies, ensuring compliance across a global user base of millions.
This position operates in many time zones and hours will vary.

Minimum of 10 years experience in either Trust & Safety, Customer Support Operations or a community management role at a technology company, 5+ years of management experience.
Advanced knowledge of CRM tools (i.e., Zendesk) People leader with an eye toward development.
Big ideas thinker and cultivator.
Critical thinking skills to understand and summarize complex issues quickly.
Ability to multitask, prioritize, and keep up with a large volume of tasks in a fast-paced environment.
Experience with user policies, TOS, and escalation procedures in a member facing environment.
Extreme attention to detail.
Passion for helping people.
Bachelor degree or higher.

Mind & Body – Medical, mental health, and wellness benefits to support your overall health and well-being
Financial Wellness – Competitive compensation, 100% employer match on 401k contributions up to 10% (cap at $10,000), as well as an employee stock purchase program to help you feel supported in your financial security
Unplug – Generous PTO and 18 paid holidays so you can unplug
Career – Annual training allowance for professional development and ERG membership opportunities and events so you feel connected and empowered in your work
Family – Families come in all shapes and sizes so we offer 20 weeks of 100% paid parental leave, fertility, adoption, and child care resources, as well as pet insurance and discounts
Company Gatherings – We host fun happy hours and company events where our employees get to know each other and build a sense of connection and belonging!