Scaled Ops Program Manager, External Tools
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 someone with deep Zendesk expertise, to design, maintain, and scale a best-in-class external tooling ecosystem that enables Hinge’s Trust & Safety teams to operate efficiently and effectively. This role sits within our Scaled Operations team and collaborates closely with Product, Engineering, Education, and Ops to ensure our external tooling infrastructure empowers agents to deliver safe, high-quality support at scale.
Responsibilities
- Maintain an external tooling ecosystem that supports our users and improves agent efficiency.
- Configure queue systems to streamline macro selection and reduce decision fatigue for agents.
- Design and implement a seamless routing system to enable quality support interactions across multiple sites.
- Develop tracking systems to monitor site-and-agent-level performance, including productivity, adherence, and efficiency.
- Implement reporting dashboards to provide actionable insights for operational improvements.
- Improve our CSAT survey and tracking processes to measure user satisfaction.
- Create automated reporting and feedback loops for continuous improvement.
- Consult on the strategic vision for Zendesk integration with first-party internal tools and potential user-facing applications.
What We’re Looking For
- 3+ years of experience as a SaaS Administrator, with a primary focus on Zendesk.
- Hands-on experience with workflow automation, custom integrations, and system optimizations.
- Strong understanding of support operations, agent productivity tools, and performance tracking.
- Ability to design and implement scalable solutions to improve support efficiency.
- Experience integrating third-party tools with Zendesk and managing API-based workflows.
- Data-driven mindset with experience in reporting, analytics, and performance tracking.
- Strong cross-functional collaboration experience, working with Engineering, Product, and Operations teams.
- Zendesk Admin Certification
- Experience working in Trust & Safety, Customer Support, or Content Moderation environments.
- Knowledge of AI-driven automation tools and their application in customer support operations.
Salary Range
$92,500.00 - $111,500.00 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.