Job Title

Match Group Shared Care and Moderation Services provides operational support for brands such as Tinder, Match.com, Meetic, OkCupid, Plenty of Fish, BLK, and many more. The department includes moderation and customer service operations, strategic support through teams like policy, knowledge management, customer experience, analytics, and delivers on key Trust and Safety and Customer Care KPIs. This department moves fast to build sustainable solutions that can support the growing business. Were seeking an experienced Senior Director of Trust & Safety Operations to lead both the strategic vision and daytoday execution of our operations teams. The right candidate translates company objectives into measurable outcomes, develops highperforming teams, and carries a strong point of view on what excellence looks like. This role requires deep experience leading complex operations, driving crossfunctional initiatives, building sustainable structures, setting and achieving a high quality bar. How Youll Make an Impact Strategic Leadership & Vision Own the Global Roadmap: Lead the longterm plan for the operations teams, ensuring departmental goals directly accelerate companywide growth, and safety and support objectives. Architect the Operating Model: Establish the organizational structure, touchpoints, planning processes, and accountability structures that enable a highperformance, distributed operations team to execute at scale. Drive Operational Efficiency: Lead the charge on costtoserve optimization, balancing worldclass user service with fiscal responsibility and lean process design. Executive Advisory: Act as a subjectmatter expert for senior leadership and key partners, providing clarity on operational tradeoffs, risk levels, and the resource requirements needed to meet safety and support commitments. Scalable Systems & Partnerships Build for Velocity: Design the systems and frameworks that allow our moderation and support teams to scale rapidly while maintaining uncompromising quality standards. Bridge Ops and Engineering: Partner crossfunctionally with Product and Engineering to translate operational insights into technical requirements and open opportunities, driving solutions for user problems. DataDriven Insights: Apply rigorous analytical frameworks to operational data to surface trends, identify performance drift, and inform global safety initiatives. Global Vendor & BPO Strategy Master the Ecosystem: Oversee the endtoend BPO strategy, including vendor selection, onboarding, and the management of multimillion dollar global partnerships. Accountability & Quality: Establish robust frameworks and KPI accountability models to ensure internal and external operations teams meet or exceed performance benchmarks. Intervention & Risk Mitigation: Proactively identify process breakdowns or control gaps, equipping managers with the frameworks needed to diagnose and fix performance issues in realtime. Talent & Culture Development Cultivate Leadership: Lead and mentor a multilayered organization, building a deep leadership bench through active coaching, hiring, and career development. Foster Ownership: Build a culture of innovation, accountability, and high performance, ensuring the team remains resilient and missiondriven in a highpressure environment. Ensure Collaboration: Develop the team as a strong collaborative unit, working side by side internally and crossfunctionally to deliver great solutions. We Could Be a Match if You Have: 10+ years of experience in Operations, Strategy, Trust & Safety, or Scaled Customer Support, with at least 5 years leading people managers in a global environment. Scale & Growth Mastery: A proven track record of leading organizations through rapid scaling, business transitions, and highgrowth cycles while maintaining high morale and operational rigor. Organizational Architect: Experience building and developing highperforming, distributed teams; you are a leader of leaders with a knack for identifying and coaching toptier talent. Global Operating Models: Extensive experience managing largescale BPO relationships and external vendor partners within a complex, multithreaded global ecosystem. Process Rigor: Demonstrated ability to manage shifting priorities and highpressure incidents without sacrificing structure, focus, or quality standards. Efficiency at Scale: A builder mindset with a deep understanding of modern support technology, including the implementation of AI/ML tools and automated workflows to drive efficiency. DataDriven Decision Making: Strong analytical judgment with the ability to synthesize highvolume metrics and qualitative insights into clear, executivelevel recommendations. Strategic Vision: Ability to define a multiyear operational roadmap that aligns with broader company objectives and longterm risk mitigation. Product & Engineering Partnership: Proven experience influencing core product roadmaps by translating operational data and user friction points into technical requirements. Complex Project Management: A history of leading largescale, crossfunctional initiatives endtoend, navigating the needs of Legal, Policy, Product, and PR stakeholders. Exceptional Communication: Ability to serve as a bridge between technical and nontechnical teams, distilling complex operational challenges into actionable strategies for senior leadership. MissionDriven Mindset: High emotional intelligence and resilience, with a commitment to the Safety mission and the wellbeing of the teams executing it. Benefits Mind & Body Medical, mental health, and wellness benefits to support your overall health and wellbeing. Financial Wellness Competitive compensation, 100% employer match on 401(k) contributions up to 10% (cap at $10,000), as well as an employee stock purchase program. Unplug Generous PTO and 14 paid holidays so you can unplug. Career Annual training allowance for professional development and ERG membership opportunities and events. Family 20 weeks of 100% paid parental leave, fertility, adoption, and childcare resources, as well as pet insurance and discounts. Company Gatherings We host company events where our employees get to know each other and build a sense of connection and belonging. We are proud to be an equalopportunity employer and we value the rich dynamics that diversity brings to our company. We do not discriminate on the basis of race, religion, color, creed, national origin, ancestry, disability, marital status, age, sexual orientation, sex (including pregnancy and sexual harassment), gender identity or expression, uniformed service or veteran status, genetic information, or any other legally protected characteristic. If you require a reasonable accommodation to participate in the hiring process such as during preemployment testing or interviews please indicate this in the accommodation request field. Well reach out to discuss your needs if you''re selected for the interview stage. #MG Factors such as scope and responsibilities of the position, candidates work experience, education/training, jobrelated skills, internal peer equity, as well as market and business considerations may influence base pay offered. This salary range is reflective of Los Angeles, CA. The salary range for Dallas, TX is $210,000$230,000. The salary range for Vancouver, BC is $175,000$200,000 CAD. For all other locations, this salary may be subject to a geographic adjustment (according to a specific city and state), if an authorization is granted to work outside of the location listed in this posting. #J-18808-Ljbffr