Manager, Service Delivery Analytics & Planning

$10k

Full-time

Hinge

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, analytical people leader to join our Service Delivery organization as Manager, Service Delivery Analytics & Planning. In this role, you'll lead a team of analysts and workforce planners, and serve as the operational intelligence function for Trust & Safety Operations: turning data into insight, anticipating operational risk, and helping senior leadership drive scalable, efficient, high-quality service delivery.
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.
Operational Reporting & Performance Insights
Own KPI, SLA, productivity, and performance reporting strategy across Trust & Safety Operations, in partnership with senior leadership
Design and scale dashboards and reporting frameworks that give leaders clear visibility into operational health across vendor and internal teams
Translate complex data into insights and recommendations that improve efficiency, throughput, service quality, and customer experience, and present them to senior stakeholders
Performance Governance
Partner with the QA leader to build reporting that connects quality outcomes to operational performance
Help define and drive a balanced performance framework that holds efficiency and quality to equal standards
Operational Monitoring & Mission Control
Serve as the central function for operational health monitoring, proactively identifying spikes, anomalies, and emerging risks, building SOPs around these alert feedback loops.
Partner with Service Delivery and T&S Ops leadership to establish alerting, lead root-cause investigations, and drive mitigation
Forecasting, Workforce Planning & Allocation
Own forecasting, workforce planning, and capacity models across vendor and internal operations
Evaluate demand drivers and staffing trends to improve planning accuracy and inform resourcing decisions
Vendor Budget Management
Partner with Service Delivery leadership on vendor budget planning, cost models, and financial tracking
Evaluate staffing investments, vendor performance, and cost optimization opportunities, and make recommendations to leadership
Investigative Analytics & Strategy
Lead analysis of tooling, workflows, and processes to uncover trends affecting quality and productivity, and drive cross-functional process improvements
Shape monthly and quarterly operational planning and strategy 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 a track record of translating data into operational action
Hands-on experience building dashboards and reporting in a data visualization tool (Tableau, Looker, or similar), some experience with SQL preferred SQL proficiency for building dashboard
Experience building forecasting models, operational reporting frameworks, and performance scorecards
Familiarity with SLA governance, KPI management, quality assurance reporting, and operational performance monitoring
Strong Excel/Google Sheets skills
Experience supporting vendor operations and/or BPO environments
Comfortable navigating ambiguity and operating in fast-moving, high-growth environments
Excellent communication and stakeholder management skills, including presenting to senior leaders
Experience within marketplace operations, customer operations, or scaled service organizations
Familiarity with operational budgeting and financial planning processes
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.

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Vacancy posted 2 days ago

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