Sr. Manager, Trust & Safety Operations - Temp

Match Group • Dallas, TX

7d • $136,000 - $150,000 • Hybrid

About The Position

The Trust and Safety Core Operations team is seeking a highly skilled and motivated Trust & Safety Operations Senior Manager (6-month parental leave coverage) to run Match Group’s Critical Safety Operations, including escalations, incidents, and cross-brand scaled abuse safety workflows like Child Safety, cross-brand appeals, and fraud detection and enforcement.

This role will manage a team of internal and vendor-based customer care and trust and safety specialists. Scope will be focused on delivering best-in-class operations and member experience. The ideal candidate has experience with general customer service or support functions, as well as detailed knowledge of trust and safety escalations and incidents. They are a jack-of-all-(operational)-trades, highly skilled at: building and continuously optimizing workflows without compromising quality; managing internal and external cross functional relationships; scaling knowledge and processes; leveraging data and metrics to proactively identify, understand, and solve complex problems; and maintains the ability to synthesize information into actionable insights suited for senior- and executive-level leadership. They also have a proven ability to translate complex technical and product requirements into actionable operational workflows—and to distill operational needs into clear, implementable product or engineering requirements.
Match Group is a leading provider of dating products and related services available globally. Our portfolio includes Tinder, Match, OkCupid, Hinge, PlentyOfFish, and others, each designed to help singles find a meaningful connection.

When it comes to dating, the connection starts online, but the real magic happens once you meet in real life. We think the same is true for creating the best platforms, so we work together IRL in the office three days a week.

Requirements

• You have 3+ years of proven experience as a manager of customer service or trust and safety teams.
• You have experience building out, managing, and optimizing a Zendesk instance.
• You have familiarity with legal and compliance requirements related to content moderation, data privacy, and user safety.
• You have a track record of designing, implementing, and improving processes that heavily impact and rely on collaboration with multiple cross-functional partners and teams, both internal and external to the Match Group portfolio.
• You have excellent problem solving, analytical, and presentation skills, with a superior ability to multitask and prioritize.
• You can distill complex issues into structured frameworks and concrete action plans.
• You have strong business acumen, with the ability to clearly communicate operational and business impacts of key product or project decisions.
• You are a true team player with deep empathy for user experience and a continuous growth mindset.

Nice To Haves

• Bonus if you have experience managing social support functions and or related social media CRM tools and product offerings.

Responsibilities

• You will ensure business continuity and best-in-class operational and safety functions for all critical, high-harm, high-risk workflows by monitoring and reporting on KPIs and responding to fluctuations as required.
• Review and respond to incidents, executive escalations, and inquiries, and general safety escalations, including those involving sensitive or graphic content, in a timely and high-quality fashion. May include conducting or coordinating reviews of suspected exploitation or enticement of minors and referring cases to appropriate reporting authorities as needed.
• You will collaborate cross functionally with T&S Match Group Policy and Governance counterparts to manage vendor operations, policies, processes, and quality to steer the creation or improvement of internal and vendor-related cross-brand operational workflows.
• You will collaborate cross functionally with T&S Match Group Workforce and Vendor Management teams to maintain short-term and long-term forecasts for resourcing needs as workflows scale, or advocate for strategic product improvements or resource reallocations to optimize workflows and reduce operational costs.
• You will collaborate cross functionally with brand moderation and product teams, as well as Product, Security, and IT to analyze and improve cross-portfolio operational workflows.
• You will convert existing operational challenges and process insights into precise, prioritized policy, quality, and product and technical requirements.

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 14 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: Manager
• Education Level: No Education Listed