Manager, Service Delivery Analytics & Planning

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 millions of users across the globe, we’ve become the most trusted way to find a relationship, for all.
About The Role
We’re looking for a strategic and analytical perator to join our Service Delivery organization as Manager, Service Delivery Analytics & Planning. This role will support operational performance across Trust & Safety Operations through analytics, workforce planning, operational monitoring, vendor budget management, quality insights, and process optimization.
This individual will serve as a centralized operational intelligence function for the organization — translating data into actionable insights, proactively identifying operational risks and performance trends, and helping leadership drive scalable, efficient, and high-quality service delivery outcomes.
The ideal candidate combines strong analytical capabilities with operational thinking, thrives in fast-paced environments, and enjoys solving complex operational problems through data, systems, and process improvement.
Responsibilities
Team Leadership & Operating Model

• Lead, coach, and develop the Service Delivery Analytics & Planning team, setting priorities, standards, and growth paths for analysts and workforce planners. Bringing a play coach method to developing talent on your team.
• Own the WFM/Data request intake and prioritization process, ensuring the team's work is focused on highest-impact needs and tracked to outcomes. Essentially roadmap ownership.
  

Performance Governance

• Partner with the QA leader to build reporting that connects quality outcomes to operational performance, and help establish a balanced framework that evaluates both efficiency and quality
  

Operational Monitoring & Mission Control

• Serve as the centralized function for operational health monitoring, proactively identifying spikes, anomalies, and emerging risks, and working with Service Delivery and T&S Ops leadership on alerting, root-cause investigation, and mitigation
  

Forecasting, Workforce Planning & Allocation

• Build and maintain forecasting, workforce planning, and capacity models across vendor and internal operations, evaluating demand drivers and staffing trends to improve planning accuracy
  

Vendor Budget Management

• Partner with Service Delivery leadership on vendor budgets, cost models, and financial tracking, and evaluate staffing investments, vendor performance, and cost optimization opportunities
  

Investigative Analytics & Process Optimization

• Analyze tooling, workflows, and processes to uncover trends affecting quality and productivity, and partner cross-functionally on process improvements
• Support monthly and quarterly operational planning and strategy initiatives through deep-dive analysis and business recommendations
  

What We're Looking For

• 3+ years of experience in operations strategy, business operations, workforce planning, analytics, Trust & Safety operations, quality operations, or related operational environments
• 1-2+ years of people management experience, including coaching and developing analysts or planners
• Strong analytical and problem-solving capabilities with experience translating data into operational action
• Experience building dashboards, forecasting models, operational reporting frameworks, and performance scorecards
• Familiarity with SLA governance, KPI management, quality assurance reporting, and operational performance monitoring
• Experience supporting vendor operations and/or BPO environments preferred
• Strong Excel/Google Sheets skills required; experience with Looker, SQL, or similar BI tools preferred (Tableau experience valued)
• Comfortable navigating ambiguity and operating in fast-moving, high-growth environments
• Excellent communication and stakeholder management skills
• Up to 25% travel
  

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 an 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 a stipend towards 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+, Raices, Women/Nonbinary, Parents —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. #Hinge Factors such as scope and responsibilities of the position, candidate's work experience, education/training, job-related skills, internal peer equity, as well as market and business considerations may influence base pay offered. This salary range is reflective of a position based in New York City. This salary will 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.