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The Senior Manager oversees Trust & Safety Operations, enhances workflows, manages vendor relationships, and advocates for product improvements to ensure optimal customer experiences.
The Trust & Safety Core Operations team is seeking a highly skilled and motivated Senior Manager, Trust & Safety Operations to lead Match Group’s Core Operations Social Support and Cross-Brand Appeals functions. This role oversees a team of internal and vendor-based Customer Care and Trust & Safety specialists, driving operational excellence and ensuring a best-in-class experience for our members.
The ideal candidate brings experience in customer support and trust & safety escalations, with a proven ability to build and optimize workflows without compromising quality. They excel at managing cross-functional relationships, scaling processes, and using data to identify and solve complex problems. They can distill complex information into actionable insights for senior leadership and translate between operational needs and product or engineering requirements with clarity and precision.
Match Group is a leading provider of dating products and related services available globally. Our portfolio includes Tinder, Match, OkCupid, Hinge, PlentyOfFish, and others, each designed to help singles find a meaningful connection.
When it comes to dating, the connection starts online, but the real magic happens once you meet in real life. We think the same is true for creating the best platforms, so we work together IRL in our Dallas office three days a week.
How you’ll make an impact:
- Lead the creation and implementation of a CEO-sponsored, portfolio-wide Social Support function focused on customer service and safety.
- Define the strategic vision, user experience, operational workflows, tooling requirements, and success metrics to measure and demonstrate ROI.
- Partner with T&S Policy and Governance teams to oversee vendor operations, policies, processes, and quality, driving continuous improvement across internal and vendor workflows.
- Collaborate with Workforce and Vendor Management teams to forecast short- and long-term resource needs, ensuring scalability and operational efficiency.
- Advocate for strategic product improvements and resource reallocations to optimize workflows and reduce operational costs.
- Work closely with brand moderation, Product, Security, and IT teams to analyze and enhance cross-portfolio workflows and user experiences.
- Translate operational challenges and process insights into clear, prioritized policy, product, and technical requirements.
- Develop and champion an AI moderation strategy that aligns with business needs and the organization’s overarching AI mission, vision, and guardrails.
We may be a Match if:
- 3+ years of experience managing customer service or trust & safety teams.
- Proven success building, managing, and optimizing a Zendesk instance.
- Knowledge of legal and compliance requirements related to content moderation, data privacy, and user safety.
- Strong track record of designing and improving cross-functional processes across internal and external teams.
- Bonus: Experience managing social support functions or using social media CRM tools.
- Excellent problem-solving, analytical, and presentation skills, with the ability to multitask and prioritize effectively.
- Skilled at distilling complex issues into clear frameworks and actionable plans.
- Strong business acumen and ability to communicate the operational and business impact of key decisions.
- A collaborative team player with deep empathy for users and a growth mindset.
#LI-CENTRAL
#LI-CH1
Why Match Group?
Our mission is simple – to help people find love and happiness! We love our employees too and understand the importance of all life's milestones. Here are some of the benefits we are proud to offer:
Mind & Body – Medical, mental health, and wellness benefits to support your overall health and well-being
Financial Wellness – Competitive compensation, 100% employer match on 401k contributions up to 10% (cap at $10,000), as well as an employee stock purchase program to help you feel supported in your financial security
Unplug – Generous PTO and 18 paid holidays so you can unplug
Career – Annual training allowance for professional development and ERG membership opportunities and events so you feel connected and empowered in your work
Family – Families come in all shapes and sizes so we offer 20 weeks of 100% paid parental leave, fertility, adoption, and child care resources, as well as pet insurance and discounts
Company Gatherings – We host fun happy hours and company events where our employees get to know each other and build a sense of connection and belonging!
We are proud to be an equal opportunity employer and we value the rich dynamics that diversity brings to our company. We do not discriminate on the basis of race, religion, color, creed, national origin, ancestry, disability, marital status, age, sexual orientation, sex (including pregnancy and sexual harassment), gender identity or expression, uniformed service or veteran status, genetic information, or any other legally protected characteristic. Period.
If you require a reasonable accommodation to participate in the hiring process — such as during pre-employment testing or interviews — please indicate this by selecting “Yes” in the accommodation request field. We’ll reach out to discuss your needs if you're selected for the interview stage.
#Match
Top Skills
Zendesk
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