Senior Manager, Service Delivery

Match Group • New York, NY

19d

About The Position

The Senior Manager, Service Delivery will own strategic vendor performance and workforce programs across Moderation, Appeals, Safety, and Support queues at Hinge. This person will partner cross-functionally to drive service delivery excellence, manage capacity planning, and help evolve our global support operations. They will play a key role in scaling our BPO infrastructure, enhancing the quality of our Trust & Safety experience, and shaping the future of outsourced operations at Hinge.

Requirements

• 5+ years in customer operations, service delivery, or BPO vendor management.
• Experience managing outsourced vendor teams in multi-site, high-volume environments.
• Deep understanding of workforce management tools and strategies (e.g., NICE/IEX).
• Familiarity with Trust & Safety workflows or sensitive support environments.
• Experience with Zendesk and Looker for service analytics and reporting.
• Ability to partner cross-functionally across Ops, Product, and Finance.
• History of people management â leading vendor partners, internal managers, or program owners.
• Strong communication, escalation, and stakeholder management skills.
• QA systems experience and/or background in quality assurance strategy.
• Familiarity with vendor contracting and procurement practices.
• Experience leading operational changes or automation initiatives.
• Exposure to high-risk user scenarios such as appeals or moderation decisions.

Responsibilities

• Lead a Global Vendor Management team to ensure seamless execution of day-to-day BPO operations; managing Hingeâ ms BPO Site Manager and BPO relations
• Provide strategic direction and escalation support to ensure external teams across Moderation, Appeals, Safety, and Support queues meet performance standards.
• Partner with cross-functional stakeholders to translate business priorities into actionable vendor execution plans.
• Ensure accurate forecasting and staffing plans across global vendor sites, aligned with volume trends, product changes, and business cycles; managing the Workforce Management & Capacity Planning Program Manager
• Partner with Finance, Product, and Operations teams to align on future headcount planning and capacity strategy.
• Manage the QA Program Manager and help evolve the QA strategy to ensure accuracy, compliance, and consistency across vendor teams.
• Act as a strategic thought partner in evaluating new tools, automation opportunities, or other operations program improvements.
• Own the long-term vision and strategy for Tier 1 service delivery across channels, balancing scalability, cost efficiency, and customer experience.
• Leverage performance data to identify trends, uncover inefficiencies, and implement sustainable process or tooling improvements.

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 youâ 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, youâ re eligible for 100% paid parental leave (20 paid weeks for both birth and non-birth parents.)
• Fertility Support: Youâ 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 datesâ Romantic or otherwise. Hinge Premium is also free for employees and their loved ones.
• ERGs: We have eight Employee Resource Groups (ERGs)â Asian, Unapologetic, Disability, LGBTQIA+, Raices, Women/Nonbinary, Parents â 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: Senior
• Education Level: No Education Listed