Manager of Service Delivery Analytics & Planning, Hinge
$117-140k
Up to 25% travel
3 days a week in office
Dating app for meaningful relationships
Be an early applicant
Dating app for meaningful relationships
501-1000 employees
Be an early applicant
$117-140k
Up to 25% travel
3 days a week in office
501-1000 employees
Company mission
To create a less lonely world by inspiring intimate, in-person connections.
Role
Who you are
- 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
- 3+ years of experience in operations strategy, business operations, workforce planning, analytics, Trust & Safety operations, quality operations, or related operational environments
- 1-2+ years of people management experience, including coaching and developing analysts or planners
- Strong analytical and problem-solving capabilities with experience translating data into operational action
- Experience building dashboards, forecasting models, operational reporting frameworks, and performance scorecards
- Familiarity with SLA governance, KPI management, quality assurance reporting, and operational performance monitoring
- Experience supporting vendor operations and/or BPO environments preferred
- Strong Excel/Google Sheets skills required; experience with Looker, SQL, or similar BI tools preferred (Tableau experience valued)
- Comfortable navigating ambiguity and operating in fast-moving, high-growth environments
- Excellent communication and stakeholder management skills
- Up to 25% travel
What the job involves
- 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
- Team Leadership & Operating Model
- 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
- 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
- Performance Governance
- 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
- Operational Monitoring & Mission Control
- 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
- Forecasting, Workforce Planning & Allocation
- Build and maintain forecasting, workforce planning, and capacity models across vendor and internal operations, evaluating demand drivers and staffing trends to improve planning accuracy
- Vendor Budget Management
- Partner with Service Delivery leadership on vendor budgets, cost models, and financial tracking, and evaluate staffing investments, vendor performance, and cost optimization opportunities
- Investigative Analytics & Process Optimization
- 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
Our take
Hinge is a dating app that stands out by prioritizing meaningful relationships over casual hookups. Designed for people seeking long-term commitments, it moves away from the typical "swipe" approach popularized by apps like Tinder. Instead, Hinge emphasizes detailed profiles and compatibility-based recommendations so users can make deeper, more genuine connections.
Back in 2019, half of single people in the US had never tried a dating app. Fast forward to today, and online dating is just part of the norm. Hinge has carved out its place in this market by focusing on long-term meaningful relationships and is certainly meeting the growing demand for companionship while riding the wave of the online dating trend.
The "dating app designed to be deleted" is the fastest-growing dating app on the market and with online dating becoming the mainstream, Hinge looks pretty set to stay at the top.
Freddie
Company Specialist at Welcome to the Jungle
Insights
48% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Dec 2014
$12m
SERIES A
Jul 2014
$4.5m
CONVERTIBLE
Total funding: $20.6m
Company benefits
- Hybrid and Remote Work: If you're hybrid, you'll come in three times a week. We host our biweekly All-Hands meetings on Wednesdays (often with sweet treats).
- Dating: Experience what our users experience. All US-based Hinge employees receive a $100 monthly stipend for epic dates. Hinge Premium is also free for all employees and their loved ones.
- Retirement Benefits: We match 100% of the first 10% of pre-tax 401(k) contributions you make, up to a maximum of $10,000 per year.
- Health Insurance: high-quality medical, dental, and vision coverage for you and your family.
- Paid Time Off: 20 accruable vacation days annually. Plus 1 floating holiday, 10 wellness days, 1 community service day, and a generous company holiday calendar. PTO increases with tenure after 2 years with the company.
- 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). We also subsidize fertility care and preservation services.
- Wellness: We subsidize OneMedical, ClassPass, and CitiBike memberships. You and your dependents also have access to individual therapy, group therapy, and coaching services through Modern Health.
- Professional Growth: receive a $3,000 annual Learning & Development stipend after three months, along with free access to Udemy, an online marketplace with over 6,000 courses, starting on your first day.
- Meals: Receive a $30 weekly Seamless credit. In the NYC office, we offer plenty of options for snacks and drinks. Plus, free catered lunches in the office Tuesday through Thursday. In-office lunch varies by location.
- Community Service: We match charitable donations dollar for dollar to a maximum of $15,000 per employee, and give every US-based employee 1 day off for community service annually.
- Commuting: Every US-based hybrid employee gets a $125 monthly commuter subsidy to use for public transportation, parking, bike maintenance and storage, and more.
- Pets: Feel free to bring your best friend to work with you to the NYC office. For US-based employees, we’ll provide pet insurance for your furry family members, too.
- Legal Coverage: You’ll receive low cost access to legal coverage that covers custody and support matters, divorce, real estate and home ownership, tenancy issues, tax issues, wills and estate planning, and more.
- Fertility Support: You’ll get easy access to fertility care through Carrot, from basic treatments to fertility preservation. We also provide $10,000 toward fertility preservation. You and your spouse/domestic partner are both eligible.
Company HQ
West Village, New York, NY
Leadership
Jackie Jantos
(CEO)Previously Advisor at Dashlane, VP of Global & Creative at Spotify, Global Creative & Content Director at Coca Cola and was a Partner at Ogilvy & Mather.
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