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

Trust & Safety

Customer Support

Operations Management

Vendor Management

Workflow Optimization

Data Analysis

Cross-Functional Collaboration

Process Scaling

Social Support

Policy Governance

Workforce Management

Strategic Vision

ROI Metrics

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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