Manager, Service Delivery Analytics & Planning

Match Group • New York, NY

4d

About The Position

Hinge is seeking a strategic and analytical operator to join its Service Delivery organization as Manager, Service Delivery Analytics & Planning. This role will support operational performance across Trust & Safety Operations through analytics, workforce planning, operational monitoring, vendor budget management, quality insights, and process optimization. The individual will serve as a centralized operational intelligence function for the organization, translating data into actionable insights, proactively identifying operational risks and performance trends, and helping leadership drive scalable, efficient, and high-quality service delivery outcomes. The ideal candidate combines strong analytical capabilities with operational thinking, thrives in fast-paced environments, and enjoys solving complex operational problems through data, systems, and process improvement.

Requirements

• 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 required
• Experience with Looker, SQL, or similar BI tools preferred (Tableau experience valued)
• Comfortable navigating ambiguity and operating in fast-moving, high-growth environments
• Excellent communication and stakeholder management skills

Responsibilities

• Own and collaborate on KPI, SLA, productivity, and operational performance reporting across Trust & Safety Operations.
• Build and maintain dashboards and scalable reporting frameworks that provide visibility into operational health and business performance.
• Deliver actionable insights and recommendations that improve efficiency, throughput, service quality, and customer experience outcomes.
• Partner cross-functionally to establish scalable reporting standards and operational visibility across vendor and internal operations.
• Support QA data needs and reporting to monitor and analyze performance trends, focusing on developing scalable QA insights reporting frameworks that connect quality outcomes to operational performance.
• Identify emerging quality risks, workflow gaps, or operational behaviors impacting customer and business outcomes.
• Partner with operational and QA leadership teams to improve performance consistency, accountability, and operational effectiveness, owning the communication of insights for actionables and opportunities to the Service Delivery team and leadership.
• Help establish a balanced operational performance framework that evaluates both efficiency and quality outcomes.
• Serve as a centralized “mission control” function for operational health monitoring.
• Proactively identify spikes, anomalies, workflow degradation, or emerging operational risks across business-as-usual (BAU) performance.
• Partner with leader of Service Delivery and T&S Ops Senior Leadership to establish monitoring and alerting mechanisms to support rapid operational response and decision-making.
• Partner with operational leaders to investigate root causes and drive mitigation strategies.
• Support forecasting and resource allocation planning across vendor and internal operations.
• Build and maintain workforce planning and operational capacity models.
• Manage and oversee the Service Delivery Analytics & Planning team, including all related people management responsibilities.
• Support direct report success in WFM and analysis requests to optimize staffing efficiency and operational readiness.
• Evaluate operational demand drivers and staffing trends to improve planning accuracy.
• Own and maintain the WFM/Data requests channel and tracker - ensuring team is prioritizing work appropriately and tracking for impact.
• Partner with Service Delivery leadership on vendor budget planning and management.
• Maintain operational cost models and support financial tracking across vendor operations.
• Assist in evaluating staffing investments, vendor performance, and cost optimization opportunities.
• Support monthly and quarterly operational planning processes.
• Conduct investigative analysis across tooling, workflows, and operational processes to identify opportunities for efficiency and scale.
• Evaluate operational friction points and partner cross-functionally on process improvement initiatives.
• Use data to uncover trends impacting service quality, productivity, or operational effectiveness.
• Support operational strategy initiatives through deep-dive analysis and business recommendations.

Benefits

• 401(k) Matching: We match 100% of the first 10% of pre-tax 401(k) contributions you make, up to a maximum of $10,000 per year.
• Professional Growth: Get an annual Learning & Development stipend once you’ve been with us for three months. You also get free access to Udemy, an online learning and teaching marketplace with over 6000 courses, starting your first day.
• Parental Leave & Planning: When you become a new parent, you’re eligible for 100% paid parental leave (20 paid weeks for both birth and non-birth parents.)
• Fertility Support: You’ll get easy access to fertility care through Carrot, from basic treatments to fertility preservation. We also provide a stipend towards fertility preservation. You and your spouse/domestic partner are both eligible.
• Date Stipend: All Hinge employees receive a $100 monthly stipend for epic dates– Romantic or otherwise. Hinge Premium is also free for employees and their loved ones.
• ERGs: We have eight Employee Resource Groups (ERGs)—Asian, Unapologetic, Disability, LGBTQIA+, R aices , Women/Nonbinary, Parents —that hold regular meetings, host events, and provide dedicated support to the organization & its community.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed