Sr. Director, Operations

Match Group • Dallas, TX

62d

About The Position

The Match Group Trust & Safety team is on a mission to make our apps the best and safest way to meet new people. Across dozens of apps serving millions of users in over 190 countries, our reach — and the impact of your work — is expansive and growing. We’re looking for a Director of Operations to join our team to oversee 24/7 internal and vendor operations. As part of a strategic transformation of how we provide customer care and content moderation for our brands, we’ve recently brought together our care and moderation teams for Tinder and our Evergreen & Emerging brands, and in this role, you’ll work on these issues across Tinder, Match, OkCupid, Plenty of Fish, Archer, and many of our other brands around the world. In this role, you will help us support our users on a global scale and build out an operations team that can provide best-in-class customer care and content moderation. We’re looking for someone with a combination of strategic thinking and vision, and a strong ability to roll up their sleeves and get into the details.

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.

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.

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!

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 1,001-5,000 employees