Trust & Safety
•
Full-time
Senior Manager, Service Delivery
New York, New York
•
hybrid
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 Senior Manager, Service Delivery will own strategic vendor performance and workforce programs across Moderation, Appeals, Safety, and Support queues at Hinge. This person will partner cross-functionally to drive service delivery excellence, manage capacity planning, and help evolve our global support operations. They will play a key role in scaling our BPO infrastructure, enhancing the quality of our Trust & Safety experience, and shaping the future of outsourced operations at Hinge.
Responsibilities
- Lead a Global Vendor Management team to ensure seamless execution of day-to-day BPO operations; managing Hinge’s BPO Site Manager and BPO relations
- Provide strategic direction and escalation support to ensure external teams across Moderation, Appeals, Safety, and Support queues meet performance standards.
- Partner with cross-functional stakeholders to translate business priorities into actionable vendor execution plans.
- Ensure accurate forecasting and staffing plans across global vendor sites, aligned with volume trends, product changes, and business cycles; managing the Workforce Management & Capacity Planning Program Manager
- Partner with Finance, Product, and Operations teams to align on future headcount planning and capacity strategy.
- Manage the QA Program Manager and help evolve the QA strategy to ensure accuracy, compliance, and consistency across vendor teams.
- Act as a strategic thought partner in evaluating new tools, automation opportunities, or other operations program improvements.
- Own the long-term vision and strategy for Tier 1 service delivery across channels, balancing scalability, cost efficiency, and customer experience.
- Leverage performance data to identify trends, uncover inefficiencies, and implement sustainable process or tooling improvements.
What We’re Looking For
- 5+ years in customer operations, service delivery, or BPO vendor management.
- Experience managing outsourced vendor teams in multi-site, high-volume environments.
- Deep understanding of workforce management tools and strategies (e.g., NICE/IEX).
- Familiarity with Trust & Safety workflows or sensitive support environments.
- Experience with Zendesk and Looker for service analytics and reporting.
- Ability to partner cross-functionally across Ops, Product, and Finance.
- History of people management — leading vendor partners, internal managers, or program owners.
- Strong communication, escalation, and stakeholder management skills.
- QA systems experience and/or background in quality assurance strategy.
- Familiarity with vendor contracting and procurement practices.
- Experience leading operational changes or automation initiatives.
- Exposure to high-risk user scenarios such as appeals or moderation decisions.
Salary Range
$154,500.00 - $185,000.00 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.
I feel most connected when...
I love getting to celebrate all of our new hires throughout their time at Hinge! it's really fun to watch candidates become impactful and beloved members of our team.
Alison Davis
Lead Talent Acquisition Partner
Perks & Benefits
Do your best work, live your best life
401(k) Matching
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
Professional Growth
Get a $3,000 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 6,000 courses, starting your first day.
Parental Leave & Planning
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
Fertility Support
You and your spouse/domestic partner will get easy access to fertility care through Carrot, which offers convenient access to a range of fertility care options. We offer up to $10,000 to assist with covering fertility expenses, including basic treatments and fertility preservation.
Date Stipend
Date Stipend
Hinge employees receive a $100 monthly stipend for epic dates – romantic or otherwise. HingeX is also free for employees and their loved ones.
ERGs
ERGs
We have eight Employee Resource Groups (ERGs)—Asian, Unapologetic, Disability, LGBTQIA+, Vibras, Women/Nonbinary, Parents, and Remote—that hold regular meetings, host events, and provide dedicated support to the organization & its community.
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.
Full-Time & Hybrid Employees
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
Join our Team
Do you think we’d click?
If you’re passionate about inspiring intimate connections, join us.
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Frequently Asked Questions
You’ve got questions, we’ve got answers
Apply for this roleWhat does Hinge’s relationship with Match Group mean?
What does Hinge’s relationship with Match Group mean?
In early 2019, Hinge became part of Match Group. Since then, Hinge’s executive team has continued to set our mission, vision, and the working norms that guide how we show up every day. While some corporate functions are supported at the Match Group level, working at Hinge is unique experience — shaped by our people, our values, and our product.
TL;DR: We get the best of both worlds! Hinge still operates like a small, mission-driven company, and we have the stability and resources of a company that’s stood the test of time.
I’ve never used Hinge before. Am I still a fit for this role?
I’ve never used Hinge before. Am I still a fit for this role?
Of course! Having used Hinge or any other dating app is definitely not a requirement. That being said, we are looking for team members who genuinely believe our product can and will help people all over the world connect. Our team is passionate about the dating industry and we hope you’ll be passionate about it too!
What requirements are there for in-office and hybrid roles?
What requirements are there for in-office and hybrid roles?
Hybrid roles at Hinge are based in NYC and require weekly presence in our Meatpacking District office. The team values in-person collaboration and we hope to see everyone in our beautiful office space three days a week starting Fall of 2023. Each team will have some freedom to determine what works best for them, but we generally aim for consistent in-office days to maximize the opportunity to collaborate.
TLDR: Beautiful working spaces, lots of plants, even more food and snacks, dog friendly - 3 days a week :)
What can I expect from Hinge’s culture?
What can I expect from Hinge’s culture?
Relationships are at the core of everything we do.
And not just the romantic kind. We can’t accomplish really hard things alone—so we make great relationships the foundation of our teamwork.
We believe our three core values. Authenticity, Courage, and Empathy are what it takes to build those great relationships.
How many people currently work at Hinge?
How many people currently work at Hinge?
We are growing each week, but last time we checked, more than 320 talented and beautiful souls are a part of the Hinge team across all of our departments.
How does compensation work?
How does compensation work?
Paying our people fairly and equitably is really important to us! We offer packages with three types of compensation depending on role type and level. Most compensation packages at Hinge consist of base salary, annual bonus target percentage and equity in the form of MTCH stock.
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.