Scaled Operations Program Manager / Quality Operations Program (Trust and Safety)
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
The Scaled Operations team at Hinge is seeking a Scaled Operations Program Manager, QA. You will be responsible for designing, implementing, and optimizing quality assurance (QA) programs within our Trust & Safety operations. You will lead strategic initiatives to enhance the accuracy, consistency, and efficiency of content moderation decisions across large-scale global teams. Working closely with cross-functional partners, you will leverage data-driven insights to improve policy adherence and ensure operational excellence.
Responsibilities
- Quality Assurance Strategy & Execution: Develop and implement scalable QA frameworks, methodologies, and processes to ensure the accuracy, fairness, and efficiency of moderation decisions.
- Performance Monitoring & Insights: Establish key performance indicators (KPIs) and quality metrics to measure agent performance, decision accuracy, and process effectiveness.
- Process Optimization: Identify gaps in moderation workflows and recommend continuous improvement initiatives through automation, training enhancements, and best practice adoption.
- Training & Calibration: Partner with policy, training, and operations teams to create robust calibration processes, ensuring alignment between human moderators, AI models, and policy guidelines.
- Incident Management & Root Cause Analysis: Investigate quality-related issues, conduct root cause analysis, and implement corrective actions to mitigate risks and prevent recurrence.
- Data-Driven Decision Making: Analyze QA data and generate actionable insights to improve moderation outcomes, agent performance, and overall operational efficiency.
- Cross-functional Collaboration: Work closely with internal teams (Policy, Legal, Product, Engineering, and Operations) to align QA initiatives with business goals and regulatory requirements.
- Vendor & Partner Management: Oversee external QA vendors, ensuring adherence to quality standards and driving continuous process enhancements.
What We’re Looking For
- Experience: 3+ years in quality assurance, content moderation, trust & safety operations, or a related field, preferably within a scaled operations environment.
- Industry Knowledge: Deep understanding of Trust & Safety, content moderation, and risk management processes, including regulatory compliance requirements.
- Analytical & Problem-Solving Skills: Strong data analysis capabilities, with experience leveraging QA tools, dashboards, and statistical insights to drive decision-making.
- Process Improvement Expertise: Proven ability to design, implement, and optimize QA frameworks and moderation workflows in high-volume operational settings.
- Collaboration & Leadership: Demonstrated ability to work cross-functionally, influence stakeholders, and drive alignment across global teams.
- Technical Skills: Familiarity with AI-driven moderation tools, quality monitoring platforms, and workflow automation solutions.
- Communication Skills: Excellent written and verbal communication skills, with the ability to convey complex concepts to both technical and non-technical audiences.
- Preferred Qualifications: Experience with large-scale vendor management, regulatory compliance in content moderation, and trust & safety policy implementation
Salary Range
$115,000.00 - $138,000.00 per year salary
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.
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.
Authenticity! At Hinge I'm not only allowed but encouraged to bring my whole self to work. As a result, I've developed the closest relationships and friendships with coworkers that I have ever had.
David O'Donnell
Senior Data Science Manager
Do your best work, live your best life
A call to get to know each other.
Transparency, candor and humility allow us to focus on delivering outstanding results without getting distracted by ego, gossip or politics.
The skills interview.
Breakthroughs require our willingness to take risks. We strive toward audacious goals, expecting and persevering through setbacks and failures along the way.
The narrative interview.
We remember we’re all human beings first. We keep in mind who we’re serving. We listen humbly and openly. We speak and act with kindness and care. We practice radical inclusion.
The culture interview.
We remember we’re all human beings first. We keep in mind who we’re serving. We listen humbly and openly. We speak and act with kindness and care. We practice radical inclusion.
Making an offer.
We remember we’re all human beings first. We keep in mind who we’re serving. We listen humbly and openly. We speak and act with kindness and care. We practice radical inclusion.
What you’ll love about our New York office.
We believe in the power of in-person connection. For full-time and hybrid employees, Hinge HQ is a place to collaborate and get to know each other.
Catered Lunches
Commuter Benefits
All-Gender Restrooms
Nursing & Wellness Rooms
Do you think we’d click?
If you’re passionate about inspiring intimate connections, join us.
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Apply for this roleDiversity 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.