Sr. Manager, Customer Experience

Match Group • Vancouver, BC

35d • $145,000 - $165,000

About The Position

Match Group Shared Care and Moderation Services provides operational support for brands such as Tinder, Match.com, Meetic, OkCupid, Plenty of Fish, BLK, and many more. The department includes moderation and customer service operations, strategic support through teams like policy, knowledge management, customer experience, analytics, and delivers on key Trust and Safety and Customer Care KPIs. This department moves fast to build sustainable solutions that can support the growing business.
We are looking for a customer experience expert to drive strategy on how to deliver best in class customer services. You will be the chief architect of the customer journey from the moment a user seeks help to the moment their problem is solved (and beyond).
You will have a strong background in customer support, voice of customer, content crafting, and knowledge management. This role will be responsible for setting and delivering the standards of customer experience throughout the operations organization. If you have a customer first focus, excellent customer communication skills, strong strategic thinking, and the ability to create lasting change we want to hear from you.

Requirements

• 5+ years of experience in Customer Experience, Operations, or Knowledge Management, with a track record of building, mentoring, and scaling high-performing workflows or teams.
• A strategic thinker who maintains a "hands-on" approach to execution; able to navigate ambiguity and deliver results in a fast-paced, high-growth environment.
• Expert ability to deconstruct complex technical processes and translate them into scalable, practical workflows and Standard Operating Procedures (SOPs).
• Strong proficiency with Knowledge Management (KM) platforms, Document Management Systems (DMS), and CX software suites.
• Exceptional writing and editing skills with a focus on clarity, usability, and maintaining brand voice across diverse support channels.
• Ability to synthesize qualitative and quantitative data to identify root causes and build compelling business cases for CX investments.
• A design-thinking practitioner dedicated to removing friction and delivering exceptional end-to-end user experiences in complex environments.
• Proven track record of influencing without authority and building strategic partnerships across Product, Legal, Training, and Operations.
• Outstanding verbal and written communicator capable of simplifying complex information for diverse audiences and presenting to senior leadership.
• Solid organizational skills with the ability to manage competing priorities and high-stakes projects simultaneously.

Responsibilities

• Lead the end-to-end support experience across all customer touchpoints, ensuring alignment with broader business objectives and brand values.
• Build, mentor, and scale a team of KM and CX professionals, fostering a culture of customer advocacy and continuous professional growth.
• Partner with Product, Legal, and Operation teams to advocate for the customer and lead fundamental changes in the organization’s approach to service.
• Serve as the subject matter expert (SME) in customer service operations, translating high-level business goals into actionable frontline tactics.
• Oversee the development, maintenance, and continuous improvement of internal and external knowledge bases for both agents and customers.
• Define and implement voice, tone, and quality standards for all customer-facing information to ensure brand consistency.
• Ensure support teams have clear, accessible documentation and Standard Operating Procedures (SOPs) to guide them through complex workflows.
• Identify, map, and refine CX processes to reduce friction, improve efficiency, and enhance both the customer and employee experience.
• Design and implement scalable operational models that support customer growth while maintaining "best-in-class" service levels.
• Leverage qualitative and quantitative data to understand customer pain points and translate insights into prioritized product or training improvements.
• Develop data-gathering frameworks and utilize internal/external analysis to monitor the overall health and success of the support function.
• Manage the collection and communication of how customer support is working, ensuring actionable insights are shared with cross-functional partners to drive loyalty and growth.

Benefits

• Medical, mental health, and wellness benefits to support your overall health and well-being
• 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
• Generous PTO and 14 paid holidays so you can unplug
• Annual training allowance for professional development and ERG membership opportunities and events so you feel connected and empowered in your work
• 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
• We host 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: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees