Trust & Safety
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Full-time
Manager, Service Delivery Analytics & Planning
New York, New York
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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
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
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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.
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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.
- 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
- 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
- Build and maintain forecasting, workforce planning, and capacity models across vendor and internal operations, evaluating demand drivers and staffing trends to improve planning accuracy
- Partner with Service Delivery leadership on vendor budgets, cost models, and financial tracking, and evaluate staffing investments, vendor performance, and cost optimization opportunities
- 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
Team Leadership & Operating Model
Performance Governance
Operational Monitoring & Mission Control
Forecasting, Workforce Planning & Allocation
Vendor Budget Management
Investigative Analytics & Process Optimization
What We're Looking For
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3+ years of experience in operations strategy, business operations, workforce planning, analytics, Trust & Safety operations, quality operations, or related operational environments
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1-2+ years of people management experience, including coaching and developing analysts or planners
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Strong analytical and problem-solving capabilities with experience translating data into operational action
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Experience building dashboards, forecasting models, operational reporting frameworks, and performance scorecards
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Familiarity with SLA governance, KPI management, quality assurance reporting, and operational performance monitoring
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Experience supporting vendor operations and/or BPO environments preferred
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Strong Excel/Google Sheets skills required; experience with Looker, SQL, or similar BI tools preferred (Tableau experience valued)
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Comfortable navigating ambiguity and operating in fast-moving, high-growth environments
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Excellent communication and stakeholder management skills
- Up to 25% travel
Salary Range
$117,000.00 - $140,000.00 per year salary
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.
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.
The Hinge ACE Value I resonate with most is...
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
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 $15,000 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+, Raices, 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.
As a first step, we want to have a quick chat to learn more about you, your career goals, and why you’re interested in Hinge and the role you applied for. Bring your questions—this should be a good fit for both of us!
The skills interview.
You’ll meet with members of the team you’d be working with at Hinge to discuss your experience in the key skills needed for the role. (We’ll make sure we’re on the same page about what they are before the interview.) It’s also a good time to get answers to all your nitty-gritty questions about the day-to-day work on this team.
The narrative interview.
Let’s talk past, present, and future. Come prepared with examples from previous roles that display a growth mindset. This isn’t a memorization exercise, so feel free to bring notes that help highlight prior projects.
The culture interview.
The culture interview is near and dear to our hearts, because it’s “how we work.” It’s crucial that you not only embody our values, but that you thrive at Hinge.
Making an offer.
Phew, we made it! We try to make the offer part of the process a positive one, so we’ll do our best to get it to you quickly. And we’ll be available to chat through it and answer questions. If we’re not making you an offer, we’ll let you know that too.
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 three days per week in our beautiful Meatpacking District office. We believe there’s real value in in-person collaboration and have designed our hybrid model to balance focused work with meaningful time together.
Our office is a space people genuinely enjoy spending time in — beautiful working areas, lots of plants, plenty of food and snacks, and yes, dog friendly.
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.