Manager, Service Delivery Analytics & Planning at Matchgroup in New York, NY

Job description

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 ambigui