Director, Governance
Hinge
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 seeking a visionary Director of Governance to serve as a strategic architect for trust and safety administration. In this role, you will lead a multidisciplinary team responsible for defining the rules of the road (Policy), ensuring our global workforce is equipped to enforce them (Training), and verifying that our execution remains world-class (Quality). A successful candidate will build the connective tissue ensuring safety standards are globally consistent, operationally lean, and future-proofed for an AI-driven landscape. This role is designed for a leader of leaders who enables teams to deliver high quality work built through cross-functional collaboration.How You’ll Make an Impact:
Long-Term Roadmap: Define and execute a multi-year governance strategy, establishing high-level KPIs and large-scale improvement goals that align with Match Group’s global portfolio.
Policy Stewardship: Lead the evolution of Trust & Safety policy strategy, ensuring a principled balance between platform values, global regulatory requirements (e.g., DSA), and emerging industry standards.
Executive Influence: Shape the internal narrative on risk mitigation and organizational impact; translate complex data into high-quality, ELT-ready materials for senior leadership.
Leading Leaders: Recruit, mentor, and scale a high-performing, multi-disciplinary team of managers across Policy, Training, and Quality functions.
Organizational Resilience: Build adaptable team structures and "BizOps" workflows that maintain high performance amidst shifting business demands and growth.
Culture of Rigor: Foster a professional environment rooted in deep domain expertise, transparency, and continuous development, ensuring the team is equipped to handle high-stakes safety challenges.
Integrated Agent Lifecycle: Direct the strategic impact of the training ecosystem, ensuring global moderators are equipped with the nuance and SOPs required for high-accuracy enforcement.
Quality as Intelligence: Oversee a robust quality program that serves as a diagnostic tool, providing critical insights into the health of the moderation and customer care ecosystems.
Governance Frameworks: Build and maintain RACI models and escalation routines to clarify roles, align stakeholders, and enable decisive action.
Automation & HITL Strategy: Partner with Product and Engineering to co-design moderation tools, automation systems, and "human-in-the-loop" capabilities, ensuring governance insights drive technical roadmaps.
Data-Driven Decisioning: Drive analytical rigor within the team, converting feedback loops and workstream insights into actionable improvements for product and operational partners.
Post-Mortem & Audit Readiness: Lead comprehensive post-mortems and ensure all moderation and support processes are audit-ready and compliant with global legal mandates.
Crisis & Incident Leadership: Monitor emerging risk signals and content trends; lead cross-functional incident response and crisis management efforts.
Operational Standards: Partner with Operations leadership to set the "Gold Standard" for moderation performance, ensuring quality rubrics drive operational alignment.
Influence Without Authority: Serve as a trusted advisor to senior leadership, driving solutions through strategic partnerships across Legal and Product.
Strategic Vision & Ecosystem Governance
Leadership & People Operations
Operational Excellence & Lifecycle Management
Technical & Product Integration
Risk Management & Cross-Functional Partnership
We Could Be a Match if You Have:
- 7+ years of experience in Trust & Safety, Content Policy, or Risk Management, with at least 4+ years of experience managing other people managers.
- Proven experience leading high-performing, multi-disciplinary teams across multiple time zones and cultures; adept at managing asynchronous global operations without losing momentum.
- Proven ability to lead through ambiguity, helping teams navigate "PR firestorms," regulatory shifts, and evolving business demands with composure.
- Deep expertise in drafting, editing, and auditing moderation policies, agent training curricula, and quality assurance frameworks at an enterprise scale.
- Advanced understanding of moderation tooling and automation, with the ability to navigate the complex trade-offs between algorithmic scale and human nuance.
- Ability to partner effectively with Legal and Compliance teams to ensure all governance workstreams meet global regulatory requirements (e.g., DSA, UKOSA).
- Proficiency in using data-driven storytelling to elevate the organizational narrative, turning raw "feedback loop" data into strategic insights for executive leadership.
- Proven ability to oversee complex, cross-functional programs that impact millions of users across a diverse portfolio of brands.
- A "systems thinker" capable of proposing new perspectives and scalable solutions to chronic platform integrity challenges.
- Exceptional stakeholder engagement skills; able to build high-trust partnerships across Product, Engineering, Legal, Analytics, and Design.
185000 - 200000 USD a year
This salary range is reflective of Los Angeles, CA. The salary range for Vancouver, BC is $125-$150,000 CAD. For all other locations, this salary may be subject to a geographic adjustment (according to a specific city and state), if an authorization is granted to work outside of the location listed in this posting.
