Senior Manager, Service Delivery

Responsibilities

• Lead a Global Vendor Management team to ensure seamless execution of day-to-day BPO operations; managing Hinge's BPO Site Manager and BPO relations
• Provide strategic direction and escalation support to ensure external teams across Moderation, Appeals, Safety, and Support queues meet performance standards.
• Partner with cross-functional stakeholders to translate business priorities into actionable vendor execution plans.
• Ensure accurate forecasting and staffing plans across global vendor sites, aligned with volume trends, product changes, and business cycles; managing the Workforce Management & Capacity Planning Program Manager
• Partner with Finance, Product, and Operations teams to align on future headcount planning and capacity strategy.
• Manage the QA Program Manager and help evolve the QA strategy to ensure accuracy, compliance, and consistency across vendor teams.
• Act as a strategic thought partner in evaluating new tools, automation opportunities, or other operations program improvements.
• Own the long-term vision and strategy for Tier 1 service delivery across channels, balancing scalability, cost efficiency, and customer experience.
• Leverage performance data to identify trends, uncover inefficiencies, and implement sustainable process or tooling improvements.

What We're Looking For

• 5+ years in customer operations, service delivery, or BPO vendor management.
• Experience managing outsourced vendor teams in multi-site, high-volume environments.
• Deep understanding of workforce management tools and strategies (e.g., NICE/IEX).
• Familiarity with Trust & Safety workflows or sensitive support environments.
• Experience with Zendesk and Looker for service analytics and reporting.
• Ability to partner cross-functionally across Ops, Product, and Finance.
• History of people management - leading vendor partners, internal managers, or program owners.
• Strong communication, escalation, and stakeholder management skills.
• QA systems experience and/or background in quality assurance strategy.
• Familiarity with vendor contracting and procurement practices.
• Experience leading operational changes or automation initiatives.
• Exposure to high-risk user scenarios such as appeals or moderation decisions.

$154,500 - $185,000 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