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Scaled Operations Program Manager

2 months ago

New York, New York, United States Match Group Full time
About the Role

We're seeking a skilled Operations Program Manager to spearhead workforce management processes and drive operational excellence across our product organization.

This pivotal role requires a deep understanding of trust and safety principles and operational processes at scale.

As a key member of our scaled operations team, you'll lead comprehensive workforce management processes, optimize operations to align with our broader product objectives, and manage programs that support critical operational initiatives.

Key Responsibilities:

  1. Manage end-to-end demand intake with Product and Trust & Safety teams.
  2. Utilize expertise to iterate forecasts and provide actionable recommendations.
  3. Oversee capacity changes at BPO vendor sites.
  4. Review forecasts, monitor metrics, create schedules, and collaborate with WFM team on solutions.
  5. Coordinate cross-functional teams for smooth launches impacting capacity.
  6. Identify opportunities, automate tasks, and improve efficiency across WFM practices.
  7. Lead standard renewal processes with vendors, involving legal, finance, and vendor account managers.
  8. Identify areas for vendor performance improvement through data analysis and stakeholder feedback.

What We're Looking For:

  1. Proven experience in operations/program management within a global trust & safety organization.
  2. Proven ability to interface with operations, data vendors, product managers, and leaders.
  3. Demonstrated success in planning, executing, and monitoring projects independently.
  4. Strong ability to articulate complex concepts clearly to diverse stakeholders.
  5. Expertise in identifying trends, solving data quality issues, and developing strategies for operational improvement.
  6. Ability to challenge assumptions and seek additional insights to fill knowledge gaps.
  7. Strong decisiveness and ability to manage cross-functional stakeholder relationships effectively.