Match Group

Manager, Service Delivery Analytics & Planning

New York, New York

Live, first seen by us 26 days ago

Pay: USD 117,000–140,000/year — pay source
Salary 117,000 – 140,000 USD per year As a member of our team, you’ll enjoy:
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Work setting: Hybrid — work setting source
Work setup in the employer’s posting: hybrid
From the employer’s posting
Employment: Full-time — employment source
Employment type Full-time
Employment type in the employer’s posting: Full-time
From the employer’s posting

What you’ll work on

Full posting

We're looking for a strategic, analytical people leader to join our Service Delivery organization as Manager, Service Delivery Analytics & Planning.

Lead, coach, and develop the Service Delivery Analytics & Planning team, setting priorities, standards, and growth paths for analysts and workforce planners.
Own KPI, SLA, productivity, and performance reporting strategy across Trust & Safety Operations, in partnership with senior leadership
Partner with the QA leader to build reporting that connects quality outcomes to operational performance

From the employer’s posting

We're looking for a strategic, analytical people leader to join our Service Delivery organization as Manager, Service Delivery Analytics & Planning. In this role, you'll lead a team of analysts and workforce planners, and serve as the operational intelligence function for Trust & Safety Operations: turning data into insight, anticipating operational risk, and helping senior leadership drive scalable, efficient, high-quality service delivery.

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

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

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Posting record

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Status in our records: Live
First seen by us: Oct 10, 202626 days ago
Recorded sightings: 26
Last seen by us: Nov 5, 2026

These dates show when we found the posting. Check the employer’s website to confirm it is still accepting applications.

How this job compares

Pay

In line with similar jobs

$117K–$140K against $94.7K–$144K, the middle half of what similar US postings state.

From 1,811 postings in the last year. Stated ranges, not salaries paid.

Time since we first saw it

Day 26

Similar jobs usually come down between day 5 and day 41.

At Match Group, jobs usually come down by about day 43.

From 10,998 similar postings that came down, and 15 of Match Group’s. Coming down is not always a hire.

Match Group is hiring

7 open jobs

Open jobs by the week we first saw them, last 12 weeks.

Hiring at a steady pace
Takes jobs down at a usual pace

Hiring record

See how this role fits your experience

Add your resume and we’ll mark which of these tools you already use, and point out anything in the posting that could rule you out.

SQL
Excel
Looker
Tableau

Where the posting names them

- 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

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About Match Group

People: About 1,593 in 2024.Benefit plan filings (Form 5500)
Company: Listed as MTCH.

Demand for Analyst roles

New Analyst postings at the employers we follow are up 19% over the last 5 weeks compared with the 5 before.

August 17Last week

Each bar is one week of new postings. The darkest bars are the last 5 weeks.

Counted from the hiring pages we’ve followed for at least five weeks, so employers we add don’t look like growth. Updated weekly.

About the role

We file this job under Analyst, by the work the posting describes.

Analysts answer business questions with data. They pull numbers with SQL, build reports and dashboards, and explain what changed and why to the people making decisions.

Most postings ask for SQL, spreadsheets, a dashboard tool such as Tableau or Power BI, and clear writing.

Unlike a data scientist, an analyst mostly explains what happened rather than building models that predict what will.

Job description

View original posting ↗

Hinge is the dating app designed to be deleted

In today's digital world, finding genuine relationships is tougher than ever. At Hinge, we’re on a mission to inspire intimate connection to create a less lonely world. We’re obsessed with understanding our users’ behaviors to help them find love, and our success is defined by one simple metric– setting up great dates. With millions of users across the globe, we’ve become the most trusted way to find a relationship, for all.

About the Role

We're looking for a strategic, analytical people leader to join our Service Delivery organization as Manager, Service Delivery Analytics & Planning. In this role, you'll lead a team of analysts and workforce planners, and serve as the operational intelligence function for Trust & Safety Operations: turning data into insight, anticipating operational risk, and helping senior leadership drive scalable, efficient, high-quality service delivery.

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

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.

Salary

117,000 – 140,000 USD per year

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+, Raices, 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

Employment type

Full-time

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