Scaled Operations Program Manager
Hinge
Operations
New York, NY, USA
Posted on Jul 30, 2024
Hinge is the dating app designed to be deleted
In today's digital world, finding genuine relationships is tougher than ever. At Hinge, we’re on a mission to inspire intimate connection to create a less lonely world. We’re obsessed with understanding our users’ behaviors to help them find love, and our success is defined by one simple metric– setting up great dates. With tens of millions of users across the globe, we’ve become the most trusted way to find a relationship, for all.
About the Role
Join Hinge's scaled operations team as we seek our first Program Manager to spearhead the end-to-end workforce management process and drive operational excellence across our product organization! This pivotal role requires a deep understanding of trust and safety principles and operational processes at scale. We are seeking an individual with the capability to initiate, manage, and influence processes that will ensure the success of our external vendors.
In this role, you will: lead comprehensive workforce management processes, optimizing operations to align with our broader product objectives, manage programs that support critical operational initiatives within our organization, and utilize your expertise to shape and enhance processes that drive positive outcomes for our external vendor partnerships.
Responsibilities
- Demand Intake Process: Manage end-to-end demand intake with Product and Trust & Safety teams.
- Forecast Analysis: Utilize expertise to iterate forecasts and provide actionable recommendations.
- Capacity Execution: Oversee capacity changes at BPO vendor sites.
- Scaled Workforce Management: Review forecasts, monitor metrics, create schedules, and collaborate with WFM team on solutions.
- Product/Process Launches: Coordinate cross-functional teams for smooth launches impacting capacity.
- Process Improvement: Identify opportunities, automate tasks, and improve efficiency across WFM practices.
- Renewal Process Management: Lead standard renewal processes with vendors, involving legal, finance, and vendor account managers.
- Performance Analysis: Identify areas for vendor performance improvement through data analysis and stakeholder feedback.
What We’re Looking For
- Proven Experience: 3+ years in operations/program management within a global trust & safety organization.
- Stakeholder Engagement: Proven ability to interface with operations, data vendors, product managers, and leaders.
- Project Management: Demonstrated success in planning, executing, and monitoring projects independently.
- Communication Skills: Strong ability to articulate complex concepts clearly to diverse stakeholders.
- Analytical Mindset: Expertise in identifying trends, solving data quality issues, and developing strategies for operational improvement.
- Problem-Solving: Ability to challenge assumptions and seek additional insights to fill knowledge gaps.
- Prioritization: Strong decisiveness and ability to manage cross-functional stakeholder relationships effectively.
As a member of our team, you’ll enjoy:
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 a $3,000 annual Learning & Development stipend once you’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, you’re eligible for 100% paid parental leave (20 paid weeks for both birth and non-birth parents.)
Fertility Support: You’ll get easy access to fertility care through Carrot, from basic treatments to fertility preservation. We also provide $10,000 toward fertility preservation. You and your spouse/domestic partner are both eligible.
Date Stipend: All Hinge employees receive a $100 monthly stipend for epic dates– Romantic or otherwise. Hinge Premium is also free for employees and their loved ones.
ERGs: We have eight Employee Resource Groups (ERGs)—Asian, Unapologetic, Disability, LGBTQIA+, Vibras, Women/Nonbinary, Parents, and Remote—that hold regular meetings, host events, and provide dedicated support to the organization & its community.
At Hinge, our core values are…
Authenticity: We share, never hide, our words, actions and intentions.
Courage: We embrace lofty goals and tough challenges.
Empathy: We deeply consider the perspective of others.
Diversity inspires innovation
Hinge is an equal-opportunity employer. We value diversity at our company and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We believe success is created by a diverse workforce of individuals with different ideas, strengths, interests, and cultural backgrounds.
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 let your Talent Acquisition partner know.
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