Manager, Service Delivery Analytics – Planning

Match Group

. Own and collaborate on KPI, SLA, productivity, and operational performance reporting across Trust & Safety Operations .

Posted 10/9/2026full-timeNew York City • New York • United StatesMid-LevelSenior💰 $117,000 - $140,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in operational performance reporting, KPI management, and workforce planning, with a strong focus on data analysis and actionable insights to enhance service quality and efficiency. Proficient in building dashboards and operational frameworks to support strategic decision-making and resource allocation.

Highest-signal resume keywords

Operations StrategyWorkforce PlanningDashboard DevelopmentData AnalysisVendor Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

KPI ManagementSLA GovernanceOperational ReportingForecasting ModelsPerformance ScorecardsQuality Assurance ReportingSQLLookerExcelGoogle Sheets

Soft Skills

Analytical Problem-SolvingCommunicationStakeholder Management

Tools & Technologies

TableauBI Tools

Industry Keywords

Trust & Safety OperationsBPO EnvironmentsOperational Performance MonitoringOperational EffectivenessProcess Improvement

Tech Stack

Tools & technologies

SQLTableau

About the role

Key responsibilities & impact

Own and collaborate on KPI, SLA, productivity, and operational performance reporting across Trust & Safety Operations
Build and maintain dashboards and scalable reporting frameworks
Deliver actionable insights and recommendations to improve efficiency, throughput, service quality, and customer experience
Establish reporting standards and operational visibility across vendor and internal operations
Support QA performance trend analysis and scalable quality insights reporting
Identify quality risks, workflow gaps, and operational behaviors affecting outcomes
Improve performance consistency, accountability, and operational effectiveness
Establish a balanced framework evaluating efficiency and quality outcomes
Monitor operational health as a centralized mission control function
Identify anomalies, workflow degradation, and emerging operational risks
Establish monitoring and alerting mechanisms for rapid operational response
Investigate root causes and drive mitigation strategies
Support forecasting and resource allocation across vendor and internal operations
Build and maintain workforce planning and capacity models
Manage the Service Delivery Analytics & Planning team and related people-management responsibilities
Evaluate demand drivers and staffing trends
Own and maintain the WFM/Data requests channel and tracker
Partner on vendor budget planning and management
Maintain operational cost models and support financial tracking
Evaluate staffing investments, vendor performance, and cost optimization opportunities
Support monthly and quarterly operational planning
Conduct investigative analysis across tooling, workflows, and operational processes
Identify efficiency and scale opportunities and support process improvement initiatives
Use data to uncover trends affecting service quality, productivity, and operational effectiveness
Support operational strategy through deep-dive analysis and business recommendations

Requirements

What you’ll need

3+ years of experience in operations strategy, business operations, workforce planning, analytics, Trust & Safety operations, quality operations, or related operational environments
Strong analytical and problem-solving capabilities with experience translating data into operational action
Experience building dashboards, forecasting models, operational reporting frameworks, and performance scorecards
Familiarity with SLA governance, KPI management, quality assurance reporting, and operational performance monitoring
Experience supporting vendor operations and/or BPO environments preferred
Strong Excel/Google Sheets skills required
Experience with Looker, SQL, or similar BI tools preferred; Tableau experience valued
Comfortable navigating ambiguity and operating in fast-moving, high-growth environments
Excellent communication and stakeholder management skills

Benefits

Comp & perks

401(k) matching: 100% of the first 10% of pre-tax contributions, up to $10,000 per year
Annual Learning & Development stipend after three months
Free access to Udemy from the first day
100% paid parental leave: 20 paid weeks for birth and non-birth parents
Fertility care through Carrot
Stipend toward fertility preservation
Fertility benefits for employees and spouses/domestic partners
$100 monthly stipend for dates
Free Hinge Premium for employees and their loved ones
Eight Employee Resource Groups with regular meetings, events, and dedicated support
Equal-opportunity employment and reasonable accommodations during the hiring process