- Company Name
- Match
- Job Title
- Sr. Manager, Trust & Safety Operations
- Job Description
-
**Job title**
Sr. Manager, Trust & Safety Operations
**Role summary**
Lead Match Group’s Core Operations Social Support and Cross-Brand Appeals functions. Oversee internal and vendor-based Customer Care and Trust & Safety specialists, driving operational excellence and delivering a top‑tier experience for members. Responsible for building, scaling, and optimizing workflows while ensuring quality, compliance, and cross‑functional alignment.
**Expectations**
- 3+ years managing customer service or trust & safety teams.
- Proven ability to build, manage, and optimize a Zendesk instance.
- Deep knowledge of legal and compliance requirements for content moderation, data privacy, and user safety.
- Strong track record in designing and improving cross‑functional processes.
- Ability to translate complex operational challenges into clear, prioritized policy, product, and technical requirements.
- Excellent analytical, problem‑solving, presentation, and communication skills.
- Collaborative mindset with empathy for users and a growth orientation.
**Key responsibilities**
- Create and implement a CEO‑sponsored, portfolio‑wide Social Support function focused on customer service and safety.
- Define strategic vision, user experience, operational workflows, tooling, and success metrics; measure ROI.
- Partner with Trust & Safety Policy & Governance teams to manage vendor operations, policies, processes, and quality; drive continuous improvement.
- Work with Workforce and Vendor Management to forecast short‑ and long‑term resource needs for scalability and efficiency.
- Advocate for product improvements and resource reallocations to optimize workflows and reduce costs.
- Collaborate with brand moderation, Product, Security, and IT teams to analyze and enhance cross‑portfolio workflows and user experiences.
- Convert operational insights into clear policy, product, and technical priorities.
- Develop and champion an AI moderation strategy aligned with business goals and organizational guardrails.
**Required skills**
- Leadership of customer service or trust & safety teams.
- Expertise in Zendesk configuration and optimization.
- Knowledge of content moderation, data privacy, and user safety regulations.
- Cross‑functional process design and improvement.
- Analytical and data‑driven decision making.
- Strong presentation and stakeholder communication.
- Ability to manage multiple priorities and work in a fast‑paced environment.
- Empathy for users, business acumen, and a growth mindset.
- Bonus: Experience managing social support functions or social media CRM tools.
**Required education & certifications**
- Bachelor’s degree in business, communications, or a related field (minimum).
- Certifications in trust & safety, compliance, or customer service operations preferred (e.g., Certified Trust & Safety Professional, Zendesk Certified Administrator, or equivalent).