Scaled Ops Program Manager External Tools
Scaled Ops Program Manager External Tools
Posted on :
25-04-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
25-04-2025
Job Description
Hinge is the dating app designed to be deleted
In todays digital world finding genuine relationships is tougher than ever. At Hinge were on a mission to inspire intimate connection to create a less lonely world. Were obsessed with understanding our users behaviors to help them find love and our success is defined by one simple metric setting up great dates. With tens of millions of users across the globe weve become the most trusted way to find a relationship for all.
About the Role
Were looking for someone with deep Zendesk expertise to design maintain and scale a bestinclass external tooling ecosystem that enables Hinges Trust & Safety teams to operate efficiently and effectively. This role sits within our Scaled Operations team and collaborates closely with Product Engineering Education and Ops to ensure our external tooling infrastructure empowers agents to deliver safe highquality support at scale.
Responsibilities
- Maintain an external tooling ecosystem that supports our users and improves agent efficiency.
- Configure queue systems to streamline macro selection and reduce decision fatigue for agents.
- Design and implement a seamless routing system to enable quality support interactions across multiple sites.
- Develop tracking systems to monitor siteandagentlevel performance including productivity adherence and efficiency.
- Implement reporting dashboards to provide actionable insights for operational improvements.
- Improve our CSAT survey and tracking processes to measure user satisfaction.
- Create automated reporting and feedback loops for continuous improvement.
- Consult on the strategic vision for Zendesk integration with firstparty internal tools and potential userfacing applications.
What Were Looking For
- 3 years of experience as a SaaS Administrator with a primary focus on Zendesk.
- Handson experience with workflow automation custom integrations and system optimizations.
- Strong understanding of support operations agent productivity tools and performance tracking.
- Ability to design and implement scalable solutions to improve support efficiency.
- Experience integrating thirdparty tools with Zendesk and managing APIbased workflows.
- Datadriven mindset with experience in reporting analytics and performance tracking.
- Strong crossfunctional collaboration experience working with Engineering Product and Operations teams.
- Zendesk Admin Certification
- Experience working in Trust & Safety Customer Support or Content Moderation environments.
- Knowledge of AIdriven automation tools and their application in customer support operations.
Preferred Qualifications:
$92500 $111500 a year
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 a position based in New York City. This salary will 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.
As a member of our team youll enjoy:
401(k) Matching: We match 100 of the first 10 of pretax 401(k) contributions you make up to a maximum of $10000 per year.
Professional Growth: Get a $3000 annual Learning & Development stipend once youve been with us for three months. You also get free access to Udemy an online learning and teaching marketplace with over 6000 courses starting your first day.
Parental Leave & Planning: When you become a new parent youre eligible for 100 paid parental leave 20 paid weeks for both birth and nonbirth parents.
Fertility Support: Youll get easy access to fertility care through Carrot from basic treatments to fertility preservation. We also provide $10000 toward fertility preservation. You and your spouse/domestic partner are both eligible.
Date Stipend: All Hinge employees receive a $100 monthly stipend for epic dates Romantic or otherwise. Hinge Premium is also free for employees and their loved ones.
ERGs: We have eight Employee Resource Groups (ERGs)Asian Unapologetic Disability LGBTQIA Vibras Women/Nonbinary Parents and Remotethat hold regular meetings host events and provide dedicated support to the organization & its community.
At Hinge our core values are
Authenticity: We share never hide our words actions and intentions.
Courage: We embrace lofty goals and tough challenges.
Empathy: We deeply consider the perspective of others.
Diversity inspires innovation
Hinge is an equalopportunity employer. We value diversity at our company and do not discriminate on the basis of race religion color national origin gender sexual orientation age marital status veteran status or disability status. We believe success is created by a diverse workforce of individuals with different ideas strengths interests and cultural backgrounds.
If you require reasonable accommodation to complete a job application preemployment testing or a job interview or to otherwise participate in the hiring process please let your Talent Acquisition partner know.
#Hinge
Employment Type
Full-Time
Key Skills
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