Manager of Service Delivery Analytics & Planning

• 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

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).
• 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.
• 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.

• 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.

• 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
• Strong Excel/Google Sheets skills required; experience with Looker, SQL, or similar BI tools preferred (Tableau experience valued)
• Familiarity with SLA governance, KPI management, quality assurance reporting, and operational performance monitoring
• Experience supporting vendor operations and/or BPO environments preferred
• 3+ years of experience in operations strategy, business operations, workforce planning, analytics, Trust & Safety operations, quality operations, or related operational environments
• Strong analytical and problem-solving capabilities with experience translating data into operational action
• Excellent communication and stakeholder management skills
• Comfortable navigating ambiguity and operating in fast-moving, high-growth environments
• Up to 25% travel
• 1-2+ years of people management experience, including coaching and developing analysts or planners
• Experience building dashboards, forecasting models, operational reporting frameworks, and performance scorecards