Manager, Service Delivery Analytics & Planning

Responsibilities
Operational Reporting & Performance Insights

• Work with leadership to own and collaborate on KPI, SLA, productivity, and operational performance reporting across Trust & Safety Operations
• Build and maintain dashboards, and scalable reporting frameworks that provide visibility into operational health and business performance
• Deliver actionable insights and recommendations that improve efficiency, throughput, service quality, and customer experience outcomes
• Partner cross-functionally to establish scalable reporting standards and operational visibility across vendor and internal operations

Performance Governance

• Work with leader of QA to support any data needs or reporting to monitor and analyze performance trends, focused on developing scalable QA insights reporting frameworks that connect quality outcomes to in operational performance
• Identify emerging quality risks, workflow gaps, or operational behaviors impacting customer and business outcomes
• Partner with operational and QA leadership teams to improve performance consistency, accountability, and operational effectiveness, owning the communication of insights for actionables and opportunities to the Service Delivery team and leadership.
• Help establish a balanced operational performance framework that evaluates both efficiency and quality outcomes

Operational Monitoring & Mission Control

• Serve as a centralized "mission control" function for operational health monitoring
• Proactively identify spikes, anomalies, workflow degradation, or emerging operational risks across business-as-usual (BAU) performance
• In partnership with leader of Service Delivery and T&S Ops Senior Leadership - establish monitoring and alerting mechanisms to support rapid operational response and decision-making
• Partner with operational leaders to investigate root causes and drive mitigation strategies

Forecasting, Workforce Planning & Allocation

• Support forecasting and resource allocation planning across vendor and internal operations
• Build and maintain workforce planning and operational capacity models
• Manage and oversee the Service Delivery Analytics & Planning team, including all related people management responsibilities. Support direct report success in WFM and analysis requests to optimize staffing efficiency and operational readiness
• Evaluate operational demand drivers and staffing trends to improve planning accuracy
• Own and maintain the WFM/Data requests channel and tracker - ensuring team is prioritizing work appropriately and tracking for impact.

Vendor Budget Management

• Partner with Service Delivery leadership on vendor budget planning and management
• Maintain operational cost models and support financial tracking across vendor operations
• Assist in evaluating staffing investments, vendor performance, and cost optimization opportunities
• Support monthly and quarterly operational planning processes

Investigative Analytics & Process Optimization

• In partnership with Service Delivery team and T&S Ops leadership conduct investigative analysis across tooling, workflows, and operational processes to identify opportunities for efficiency and scale
• Evaluate operational friction points and partner cross-functionally on process improvement initiatives
• Use data to uncover trends impacting service quality, productivity, or operational effectiveness
• Support operational strategy initiatives 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
• 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

$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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