Manager of Service Delivery Analytics & Planning

Join Hinge, a leading dating app, as the Manager of Service Delivery Analytics & Planning. In this strategic role, you will support operational performance through analytics, workforce planning, operational monitoring, vendor budget management, quality insights, and process optimization. You will lead and develop the Service Delivery Analytics & Planning team, partner with the QA leader to build reporting, serve as the centralized function for operational health monitoring, build and maintain forecasting and workforce planning models, manage vendor budgets, analyze tooling and processes, and support operational planning and strategy initiatives. Enjoy a hybrid work environment, competitive benefits, and opportunities for professional growth.

• Lead and develop the Service Delivery Analytics & Planning team, setting priorities and growth paths for analysts and workforce planners.
• Serve as a centralized operational intelligence function, translating data into actionable insights and proactively identifying operational risks.
• Build and maintain forecasting, workforce planning, and capacity models across vendor and internal operations, evaluating demand drivers.

• The ideal candidate combines strong analytical capabilities with operational thinking, thrives in fast-paced environments, and enjoys solving complex operational problems through data, systems, and process improvement
• Strong Excel/Google Sheets skills required; experience with Looker, SQL, or similar BI tools preferred (Tableau experience valued)
• Familiarity with SLA governance, KPI management, quality assurance reporting, and operational performance monitoring
• Experience supporting vendor operations and/or BPO environments preferred
• 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
• Excellent communication and stakeholder management skills
• Comfortable navigating ambiguity and operating in fast-moving, high-growth environments
• Up to 25% travel
• 1-2+ years of people management experience, including coaching and developing analysts or planners
• Experience building dashboards, forecasting models, operational reporting frameworks, and performance scorecards