Manager, Service Delivery Analytics & Planning

Responsibilities
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.

Operational Reporting & Performance Insights

• Own KPI, SLA, productivity, and performance reporting strategy across Trust & Safety Operations, in partnership with senior leadership
• Design and scale dashboards and reporting frameworks that give leaders clear visibility into operational health across vendor and internal teams
• Translate complex data into insights and recommendations that improve efficiency, throughput, service quality, and customer experience, and present them to senior stakeholders

Performance Governance

• Partner with the QA leader to build reporting that connects quality outcomes to operational performance
• Help define and drive a balanced performance framework that holds efficiency and quality to equal standards

Operational Monitoring & Mission Control

• Serve as the central function for operational health monitoring, proactively identifying spikes, anomalies, and emerging risks, building SOPs around these alert feedback loops.
• Partner with Service Delivery and T&S Ops leadership to establish alerting, lead root-cause investigations, and drive mitigation

Forecasting, Workforce Planning & Allocation

• Own forecasting, workforce planning, and capacity models across vendor and internal operations
• Evaluate demand drivers and staffing trends to improve planning accuracy and inform resourcing decisions

Vendor Budget Management

• Partner with Service Delivery leadership on vendor budget planning, cost models, and financial tracking
• Evaluate staffing investments, vendor performance, and cost optimization opportunities, and make recommendations to leadership

Investigative Analytics & Strategy

• Lead analysis of tooling, workflows, and processes to uncover trends affecting quality and productivity, and drive cross-functional process improvements
• Shape monthly and quarterly operational planning and strategy through deep-dive analysis and business recommendations

What We're Looking For

• 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 a track record of translating data into operational action
• Hands-on experience building dashboards and reporting in a data visualization tool (Tableau, Looker, or similar), some experience with SQL preferred SQL proficiency for building dashboard
• Experience building forecasting models, operational reporting frameworks, and performance scorecards
• Familiarity with SLA governance, KPI management, quality assurance reporting, and operational performance monitoring
• Strong Excel/Google Sheets skills
• Experience supporting vendor operations and/or BPO environments
• Comfortable navigating ambiguity and operating in fast-moving, high-growth environments
• Excellent communication and stakeholder management skills, including presenting to senior leaders
• Experience within marketplace operations, customer operations, or scaled service organizations
• Familiarity with operational budgeting and financial planning processes
• Up to 25% travel

$117,000 - $140,000 a year
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.
As a member of our team, you'll enjoy:
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+, R aices , Women/Nonbinary, Parents -that hold regular meetings, host events, and provide dedicated support to the organization & its community.
At Hinge, our core values are...
Authenticity: We share, never hide, our words, actions and intentions.
Courage: We embrace lofty goals and tough challenges.
Empathy: We deeply consider the perspective of others.
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.
If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please let your Talent Acquisition partner know.
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