Process Lead, Global Escalations

at  Match Group

HINGE IS THE DATING APP DESIGNED TO BE DELETED

In today’s digital world, finding genuine relationships is tougher than ever. At Hinge, we’re on a mission to inspire intimate connection to create a less lonely world. We’re obsessed with understanding our users’ behaviors to help them find love, and our success is defined by one simple metric– setting up great dates. With tens of millions of users across the globe, we’ve become the most trusted way to find a relationship, for all.

ABOUT THE ROLE

As the Process Lead, you will play a crucial role in enhancing the effectiveness of our Global Escalations team. Your responsibilities will include identifying trends and issues, implementing scheduling and training improvements, and managing the creation and upkeep of documentation. This role involves a blend of hands-on work in our queue, handling privacy requests, safety reports, and critical safety escalations.
You’ll also have the opportunity to shape standard operating procedures, collaborate with teams across the organization, and lead continuous improvement initiatives to ensure we maintain the highest standards

RESPONSIBILITIES

• Subject Matter Expert: Become an expert in our Trust & Safety Operations infrastructure, tools, systems, and data.
• Build and Implement Processes: Work with the Head of Global Escalations to design processes, drive efficiencies, identify gaps, and implement improvements.
• Champion Improvements: Proactively spot trends, propose relevant process updates to stakeholders, and lead continuous improvement initiatives.
• Documentation Management: Create and maintain documentation for all workflows and processes owned by the team.
• Oversee Team Operations: Manage team operations, including scheduling and training.
• Collaborate Across Teams: Work closely with Engineering and Product teams to address and resolve user issues and technical bugs affecting our workflows.