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Sr. Manager, Trust & Safety Operations



New York, NY, USA
Posted on Thursday, May 30, 2024
The Member Protection team is seeking a highly skilled and motivated Trust & Safety Operations Senior Manager to run Match Group Central’s Trust & Safety Operations. This role will manage a team of internal and vendor-based trust & safety specialists, coaching their team to deliver best-in-class operations, and managing and responding to team escalations. The ideal candidate is a jack-of-all-(operational)-trades: skilled at building and continuously optimizing workflows, managing vendor relationships, scaling knowledge and process across growing teams, leveraging data to proactively identify, understand, and solve complex problems, and synthesizing information into actionable insights suited for senior leadership.
Match Group is a leading provider of dating products available globally. Our portfolio includes Tinder, Match, OkCupid, Hinge, PlentyOfFish, and others, each designed to help singles find a meaningful connection.

How you’ll make an impact:

  • You will own the strategic and operational relationship with our vendor partners, ensuring adherence to the contractual agreements and acting as the primary escalation point for escalations or issues.
  • You will monitor and report on KPIs; quickly identifying and diagnosing performance issues, and providing senior leadership with actionable insights and recommendations for corrective actions.
  • You will create and manage vendor training material and continuously improve agent onboarding processes.
  • You will manage and respond to escalated tickets and provide feedback to drive continuous performance improvement.
  • You will conduct calibration meetings: analyzing different cases and providing and driving solutions for improving accuracy and alignment.
  • You will steer the creation or improvement of internal and vendor-related operational guidelines.
  • You will collaborate cross-functionally with Product, Security, IT, and other Operations teams to proactively analyze and improve operational workflows and processes. Effectively represent and advocate for operational improvement opportunities.
  • You will partner with the Director of Member Protection and VP of Trust & Safety to set goals and strategic direction for T&S Operations, ensuring alignment with broader team goals and vision.
  • You will create and maintain short-term and long-term forecasts for resourcing needs; leverage forecasts to determine headcount and workforce requirements or advocate for product optimizations that could reduce operational costs.
  • You will develop and advocate for a staffing strategy for central operations in line with business needs.

We may be a match if:

  • You have 3+ years proven experience as a manager of customer service or trust & 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, owning, and improving efficient processes that impact and rely on collaboration with multiple cross-functional teams.
  • You have excellent problem solving, analytical, and presentation skills, with an exceptional ability to multitask and prioritize.
  • You have the ability to distill complex issues into structured frameworks and concrete action plans.
  • You have a strong business acumen with the ability to clearly communicate the operational implications of business and product decisions.
  • You are a true team player with deep empathy for user experience and a continuous growth mindset.

About this Team:

  • Our Trust & Safety team is very purpose-driven and holds a strong conviction for the safety of our users. This team is more like a family than just co-workers.
  • Successful individuals on this team are driven to meet and exceed goals & possess the ability to juggle several projects and requests with exceptional time management skills.
Why Match Group?
Our mission is simple – to help people find love and happiness! We love our employees too and understand the importance of all life's milestones. Here are some of the benefits we are proud to offer:
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!
We are proud to be an equal opportunity employer and we value the rich dynamics that diversity brings to our company. We do not discriminate on the basis of race, religion, color, creed, national origin, ancestry, disability, marital status, age, sexual orientation, sex (including pregnancy and sexual harassment), gender identity or expression, uniformed service or veteran status, genetic information, or any other legally protected characteristic. Period.
If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please contact employeebenefits@matchgroup.com.