Senior Manager, Service Delivery
New York, New YorkFull-TimeManagerOther
Responsibilities
- Lead a Global Vendor Management team to ensure seamless execution of day-to-day BPO operations; managing Hinge’s BPO Site Manager and BPO relations
- Provide strategic direction and escalation support to ensure external teams across Moderation, Appeals, Safety, and Support queues meet performance standards.
- Partner with cross-functional stakeholders to translate business priorities into actionable vendor execution plans.
- Ensure accurate forecasting and staffing plans across global vendor sites, aligned with volume trends, product changes, and business cycles; managing the Workforce Management & Capacity Planning Program Manager
- Partner with Finance, Product, and Operations teams to align on future headcount planning and capacity strategy.
- Manage the QA Program Manager and help evolve the QA strategy to ensure accuracy, compliance, and consistency across vendor teams.
- Act as a strategic thought partner in evaluating new tools, automation opportunities, or other operations program improvements.
- Own the long-term vision and strategy for Tier 1 service delivery across channels, balancing scalability, cost efficiency, and customer experience.
- Leverage performance data to identify trends, uncover inefficiencies, and implement sustainable process or tooling improvements.
What We’re Looking For
- 5+ years in customer operations, service delivery, or BPO vendor management.
- Experience managing outsourced vendor teams in multi-site, high-volume environments.
- Deep understanding of workforce management tools and strategies (e.g., NICE/IEX).
- Familiarity with Trust & Safety workflows or sensitive support environments.
- Experience with Zendesk and Looker for service analytics and reporting.
- Ability to partner cross-functionally across Ops, Product, and Finance.
- History of people management — leading vendor partners, internal managers, or program owners.
- Strong communication, escalation, and stakeholder management skills.
- QA systems experience and/or background in quality assurance strategy.
- Familiarity with vendor contracting and procurement practices.
- Experience leading operational changes or automation initiatives.
- Exposure to high-risk user scenarios such as appeals or moderation decisions.
