Commercial Operations Co - ordinator for Landscaping Products improving decision - making and operational excellence through analysis and optimization of commercial processes. Supporting the Head of Commercial Operations & Enablement to drive performance.
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.
Requirements
- 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.
Benefits
- 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!
Job title
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