Hinge is the dating app designed to be deleted.
The Role
Leads service delivery analytics and planning for Trust & Safety Operations. Owns KPI, SLA, productivity, quality, and operational reporting; builds dashboards, forecasting models, workforce plans, and monitoring frameworks. Manages the analytics and planning team, supports vendor budgeting and cost models, identifies operational risks and process improvements, and translates data into recommendations for leadership and service delivery teams.
Summary Generated by Built In
Responsibilities
Team Leadership & Operating Model
Operational Reporting & Performance Insights
Performance Governance
Operational Monitoring & Mission Control
Forecasting, Workforce Planning & Allocation
Vendor Budget Management
Investigative Analytics & Strategy
What We're Looking For
$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.
#Hinge.
#BI-Hybrid
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.
#Hinge.
#BI-Hybrid
Skills Required
- 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
- 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
- Strong Excel and Google Sheets skills
- Experience with Looker, SQL, or similar business intelligence tools
- Tableau experience
- Ability to navigate ambiguity and operate in fast-moving, high-growth environments
- Excellent communication and stakeholder management skills
Hinge Compensation & Benefits Highlights
-
Retirement Support — A 401(k) match of 100% on the first 10% of pay (capped at $10,000 annually) is prominently advertised and stands out as a strong long-term savings benefit. This level of employer contribution materially enhances retirement security for eligible U.S. employees.
-
Parental & Family Support — Up to 20 weeks of fully paid parental leave for both birth and non-birth parents is featured alongside fertility support and up to $15,000 toward fertility preservation. These offerings indicate robust support for family-building needs.
-
Leave & Time Off Breadth — The package highlights 20 vacation days, 10 wellness days, a community-service day, and a substantial holiday calendar. This breadth of paid time off supports rest, wellbeing, and flexibility.
Hinge Insights
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
In today’s digital world, singles are so focused on sending likes and looking through profiles that they’re not actually building meaningful connections and going on dates. Hinge is on a mission to change that by designing the most effective app experience. We want to create a less lonely world by inspiring intimate, in-person connections. Relationships are at the core of everything we do. And not just the romantic kind. We can't accomplish really hard things alone - so we make great relationships the foundation of our teamwork. We believe these three core values are what it takes to build those great relationships: Authenticity, we share - never hide - our words, actions, and intentions. Courage, breakthroughs require a willingness to take risks and embrace lofty goals and tough challenges. Empathy, we're all humans first. So we deeply consider the perspectives of others, listen openly, and speak with care.
Why Work With Us
We're mission-driven. While most apps think about boosting sessions and time on app, we think strategically about meaningful end results (dates and relationships). We're culture-first. We believe in great people over process. Decisions are pushed to the front lines, with feedback and coaching provided by our leaders.
Gallery
Hinge Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Hinge believes in the power of in-person connection. We have adopted a hybrid model that allows our people to stay connected to each other in-person.
Typical time on-site:
3 days a week
New York, NY
Our office is located in the beautiful Meatpacking district. We're steps away from the Whitney Museum of American Art and the High Line and near Chelsea Market. You'll not only fall in love with us, but with our office.
