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Match Group

Posted 1 month ago

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Global Operations Manager

DublinHybridFull-time

AI Summary

Global Escalations Specialist manages a team of Global Operations specialists, oversees day-to-day operations, coaches staff, analyzes metrics, and handles high-visibility escalations across Trust & Safety, policy, and cross-functional partners.

About this role

Know where you belong!
Match Group is a leading provider of dating products across the globe. Our portfolio includes Tinder, Hinge, Match-Meetic, PlentyOfFish, Okcupid, The League, Archer, Salams and others, each designed to spark meaningful connections for singles worldwide. Creating a sense of belonging doesn’t stop at our products - it’s the foundation of every team we hire.
When it comes to dating, the connection starts online, but the real magic happens once you meet in real life (IRL). We think the same is true for creating the best platforms, so we work together IRL in our office 3 days/week.

Our Global Escalations team, within the Member Experience org, is dedicated to supporting and protecting our user base. We are looking for a Global Escalations Specialist to help us handle member escalations spanning Trust & Safety and support policy. Our Global Escalations team investigates safety issues, abuse, bugs & app functionality issues on the platform, along with enforcing Tinder's Community Guidelines and Terms of Service.
When it comes to dating, the connection starts online, but the real magic happens once you meet in real life (IRL). We think the same is true for creating the best platforms, so we work together IRL in our Dublin office 3 days/week.

In this role, you will:

  • Manage and cultivate a team of Global Operations specialists, overseeing the day-to-day and providing coaching and feedback to ensure that the team maintains a high level of productivity and quality.

  • Track and analyze key operational and performance metrics, identify trends, and develop solutions to optimize team workflows to improve efficiency.

  • Manage high visibility escalations, communicating with leadership, legal, comms, product, and engineering as needed to resolve user issues.

  • Provide operational and process subject matter expertise to the team as well as other partners - policy, training, quality, product, etc.

  • This position operates in many time zones and hours will vary.

    • We could be a Match if:

  • 2+ years experience in operations management or lead role.

  • Advanced knowledge of Zendesk (or similar), moderation tooling/workflows, and productivity tools such as Jira.

  • Critical thinking skills to understand and summarize complex issues within minutes.

  • Ability to multitask, prioritize, and keep up with a large volume of tasks in a fast-paced environment.

  • Experience working in trust and safety and content moderation. A plus if you have a background with customer support and technical resolutions workflows.

  • You have a track record of designing, owning, and improving efficient processes that impact and rely on collaboration with multiple cross-functional teams.

  • Extreme attention to detail.

  • You have familiarity with legal and compliance requirements related to content moderation, data privacy, and user safety.

  • Passion for developing teams and providing amazing customer experiences.

    • Interview Process:

    1. 30 min Zoom (Recruiter)
    2. 45 min Zoom with Devika Cushalappa (Sr. Manager, Global Operations – APAC, Match Group)
    3. 45 min Zoom with Lauren Tropp (Sr. Manager, Global Operations, Match Group)
    4. 45 min Zoom with Alex McNally (Manager, Workforce Management, Match Group)
    5. 30 min Zoom with Caoimhe Stafford (Data Protection Officer, Match Group)
    6. Potential additional interview

    As part of our team, you’ll enjoy:

  • The hustle of a startup with the impact of a global business
  • Tremendous opportunity to solve some of the industry’s most exciting problems
  • Working with an extraordinary team of smart, creative, fun and highly motivated people
  • Comprehensive health coverage, competitive pay, team bonding events, yoga classes and social events

    • Skills

    CoachingContent ModerationCross-Functional CollaborationData PrivacyJiraModeration ToolingOperational AnalyticsRisk AssessmentTeam LeadershipWorkflowsZendesk

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