Match · 4 hours ago
Senior Manager, Service Delivery
New York, New York
Full-time
Hybrid
Senior Level
$154K/yr - $185K/yr
5+ years expMatch Group is the company behind Hinge, a dating app designed to inspire intimate connections. The Senior Manager, Service Delivery will oversee vendor performance and workforce programs, ensuring excellence in service delivery across various support queues while partnering cross-functionally to enhance global operations.
Information TechnologyInternetSocialSoftware
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
Qualification
Required
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
Benefits
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: Get an 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 6000 courses, starting your first day.
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: You’ll get easy access to fertility care through Carrot, from basic treatments to fertility preservation. We also provide a stipend towards fertility preservation. You and your spouse/domestic partner are both eligible.
Date Stipend: All Hinge employees receive a $100 monthly stipend for epic dates– Romantic or otherwise. Hinge Premium is also free for employees and their loved ones.
ERGs: We have eight Employee Resource Groups (ERGs)—Asian, Unapologetic, Disability, LGBTQIA+, Raices, Women/Nonbinary, Parents —that hold regular meetings, host events, and provide dedicated support to the organization & its community.
Company
Match
Life at Match is an internet company that offers revolutionary technology services.
1001-5000 employees
H1B Sponsorship
Match has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (11)
Funding
Current Stage
Late StageLeadership Team
M
Margaret Ochoa
SVP, Online Marketing
Recent News
2025-11-11
The Express Tribune
2025-06-30
Company data provided by crunchbase