Sr. Manager, Trust & Safety Operations at Match Group

Dallas, Texas, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Online Dating, TechnologyIndustries

Requirements

3+ years of experience managing customer service or trust & safety teams
Proven success building, managing, and optimizing a Zendesk instance
Knowledge of legal and compliance requirements related to content moderation, data privacy, and user safety
Strong track record of designing and improving cross-functional processes across internal and external teams
Bonus: Experience managing social support functions or using social media CRM tools
Excellent problem-solving, analytical, and presentation skills, with the ability to multitask and prioritize effectively
Skilled at distilling complex issues into clear frameworks and actionable plans
Strong business acumen and ability to communicate the operational and business impact of key decisions
A collaborative team player with deep empathy for users and a growth mindset

Responsibilities

Lead the creation and implementation of a CEO-sponsored, portfolio-wide Social Support function focused on customer service and safety
Define the strategic vision, user experience, operational workflows, tooling requirements, and success metrics to measure and demonstrate ROI
Partner with T&S Policy and Governance teams to oversee vendor operations, policies, processes, and quality, driving continuous improvement across internal and vendor workflows
Collaborate with Workforce and Vendor Management teams to forecast short- and long-term resource needs, ensuring scalability and operational efficiency
Advocate for strategic product improvements and resource reallocations to optimize workflows and reduce operational costs
Work closely with brand moderation, Product, Security, and IT teams to analyze and enhance cross-portfolio workflows and user experiences
Translate operational challenges and process insights into clear, prioritized policy, product, and technical requirements
Develop and champion an AI moderation strategy that aligns with business needs and the organization’s overarching AI mission, vision, and guardrails

Skills

Key technologies and capabilities for this role

Trust & SafetyCustomer SupportOperations ManagementVendor ManagementWorkflow OptimizationData AnalysisCross-Functional CollaborationProcess ScalingSocial SupportPolicy GovernanceWorkforce ManagementStrategic VisionROI Metrics

Questions & Answers

Common questions about this position

Is this a remote position or does it require office work?

The role requires working together in the Dallas office three days a week.

What experience is required for this Senior Manager role?

Candidates need 3+ years of experience managing customer service or trust & safety teams, proven success building, managing, and optimizing a Zendesk instance, knowledge of legal and compliance requirements related to content moderation, data privacy, and user safety, and a strong track record of designing and improving cross-functional processes.

What is the salary or compensation for this position?

This information is not specified in the job description.

What does the team structure look like for this role?

The role oversees a team of internal and vendor-based Customer Care and Trust & Safety specialists.

What makes a strong candidate for this Trust & Safety Operations role?

The ideal candidate has experience in customer support and trust & safety escalations, excels at managing cross-functional relationships, scaling processes, using data to solve complex problems, and distilling complex information into actionable insights for senior leadership.

Match Group

Provides online dating and social discovery

About Match Group

Match Group leverages the Swipe feature® and social discovery, facilitating deeper connections through its portfolio of online dating brands, with a global presence and availability in over 40 languages.

Dallas, TexasHeadquarters

1986Year Founded

$400MTotal Funding

IPOCompany Stage

Consumer Software, Social ImpactIndustries

1,001-5,000Employees

Benefits

Medical/Dental/Vision Insurance

Charitable Matching Program

Retirement Matching Funds

Training and Education Allowance

Performance Bonuses

Mental Health Counseling

Risks

Increased competition from AI-driven dating apps may draw users away.

Privacy concerns and data breaches could impact reputation and operations.

Free dating apps with innovative features may pressure Match Group's pricing models.

Differentiation

Match Group offers nearly 50 brands catering to diverse dating communities.

The company generates revenue through subscription, transaction, and advertising models.

Match Group operates globally, available in over 200 countries and 40 languages.

Upsides

Increased interest in AI-driven matchmaking enhances user experience and engagement.

Growing trend of VR integration offers immersive dating experiences.

Rising demand for niche platforms caters to specific interests and communities.

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