Sr. Manager, Customer Experience

\u003cdiv\u003e\n\u003cp\u003eMatch 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.\u003c/p\u003e\n\u003cp\u003eWe are looking for a customer experience expert to drive strategy on how to deliver best in class customer services. You will be the chief architect of the customer journey from the moment a user seeks help to the moment their problem is solved (and beyond).\u003c/p\u003e\n\u003cp\u003eYou will have a strong background in customer support, voice of customer, content crafting, and knowledge management. This role will be responsible for setting and delivering the standards of customer experience throughout the operations organization. If you have a customer first focus, excellent customer communication skills, strong strategic thinking, and the ability to create lasting change we want to hear from you.\u00a0\u003c/p\u003e\n\u003c/div\u003e\u003cbr\u003e\u003cb\u003eHow You\u2019ll Make an Impact:\u003c/b\u003e\u003cdiv\u003e\n\u003ch3\u003e\u003cstrong\u003eStrategic Leadership \u0026amp; Cross-Functional Advocacy\u003c/strong\u003e\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cp\u003eLead the end-to-end support experience across all customer touchpoints, ensuring alignment with broader business objectives and brand values.\u003c/p\u003e\n\u003c/li\u003e\n\u003cli\u003e\n\u003cp\u003eBuild, mentor, and scale a team of KM and CX professionals, fostering a culture of customer advocacy and continuous professional growth.\u003c/p\u003e\n\u003c/li\u003e\n\u003cli\u003e\n\u003cp\u003ePartner with Product, Legal, and Operation teams to advocate for the customer and lead fundamental changes in the organization\u2019s approach to service.\u003c/p\u003e\n\u003c/li\u003e\n\u003cli\u003e\n\u003cp\u003eServe as the subject matter expert (SME) in customer service operations, translating high-level business goals into actionable frontline tactics.\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3\u003e\u003cstrong\u003eKnowledge Management \u0026amp; Content Development\u003c/strong\u003e\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cp\u003eOversee the development, maintenance, and continuous improvement of internal and external knowledge bases for both agents and customers.\u003c/p\u003e\n\u003c/li\u003e\n\u003cli\u003e\n\u003cp\u003eDefine and implement voice, tone, and quality standards for all customer-facing information to ensure brand consistency.\u003c/p\u003e\n\u003c/li\u003e\n\u003cli\u003e\n\u003cp\u003eEnsure support teams have clear, accessible documentation and Standard Operating Procedures (SOPs) to guide them through complex workflows.\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3\u003e\u003cstrong\u003eOperational Excellence \u0026amp; Process Design\u003c/strong\u003e\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cp\u003eIdentify, map, and refine CX processes to reduce friction, improve efficiency, and enhance both the customer and employee experience.\u003c/p\u003e\n\u003c/li\u003e\n\u003cli\u003e\n\u003cp\u003eDesign and implement scalable operational models that support customer growth while maintaining \"best-in-class\" service levels.\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3\u003e\u003cstrong\u003eVoice of the Customer \u0026amp; Data Insights\u003c/strong\u003e\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cp\u003eLeverage qualitative and quantitative data to understand customer pain points and translate insights into prioritized product or training improvements.\u003c/p\u003e\n\u003c/li\u003e\n\u003cli\u003e\n\u003cp\u003eDevelop data-gathering frameworks and utilize internal/external analysis to monitor the overall health and success of the support function.\u003c/p\u003e\n\u003c/li\u003e\n\u003cli\u003e\n\u003cp\u003eManage the collection and communication of how customer support is working, ensuring actionable insights are shared with cross-functional partners to drive loyalty and growth.\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\u003cbr\u003e\u003cb\u003eWe Could Be a Match if You Have:\u003c/b\u003e\u003cdiv\u003e\n\u003cul\u003e\n\u003cli\u003e5+ years of experience in Customer Experience, Operations, or Knowledge Management, with a track record of building, mentoring, and scaling high-performing workflows or teams.\u003c/li\u003e\n\u003cli\u003eA strategic thinker who maintains a \"hands-on\" approach to execution; able to navigate ambiguity and deliver results in a fast-paced, high-growth environment.\u003c/li\u003e\n\u003cli\u003eExpert ability to deconstruct complex technical processes and translate them into scalable, practical workflows and Standard Operating Procedures (SOPs).\u003c/li\u003e\n\u003cli\u003eStrong proficiency with Knowledge Management (KM) platforms, Document Management Systems (DMS), and CX software suites.\u003c/li\u003e\n\u003cli\u003eExceptional writing and editing skills with a focus on clarity, usability, and maintaining brand voice across diverse support channels.\u003c/li\u003e\n\u003cli\u003eAbility to synthesize qualitative and quantitative data to identify root causes and build compelling business cases for CX investments.\u003c/li\u003e\n\u003cli\u003eA design-thinking practitioner dedicated to removing friction and delivering exceptional end-to-end user experiences in complex environments.\u003c/li\u003e\n\u003cli\u003eProven track record of influencing without authority and building strategic partnerships across Product, Legal, Training, and Operations.\u003c/li\u003e\n\u003cli\u003eOutstanding verbal and written communicator capable of simplifying complex information for diverse audiences and presenting to senior leadership.\u003c/li\u003e\n\u003cli\u003eSolid organizational skills with the ability to manage competing priorities and high-stakes projects simultaneously.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e \u003cbr\u003e$ 145000- $165000 a year\u003cbr\u003e \u003cdiv\u003eFactors such as scope and responsibilities of the position, candidate\u0027s work experience, education/training, job-related skills, internal peer equity, as well as market and business considerations may influence base pay offered.\u003cbr\u003e\u003cbr\u003eThis salary range is reflective of Los Angeles, CA. The salary range for Dallas, TX is $135,000-$155,000. The salary range for Vancouver, BC is $100-$121,000 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.\u003c/div\u003e\u003cbr\u003e\u003cdiv\u003e#LI-CB1\u003c/div\u003e\u003cdiv\u003e\u003cbr /\u003e\u003c/div\u003e\u003cdiv\u003e\u003cb style=\"font-size:14pt\"\u003eWhy Match Group?\u003c/b\u003e\u003c/div\u003e\u003cdiv\u003e\u003cbr /\u003e\u003c/div\u003e\u003cdiv\u003eOur mission is simple \u2013 to help people find love and happiness! We love our employees too and understand the importance of all life\u0027s milestones. Here are some of the benefits we are proud to offer: \u003c/div\u003e\u003cdiv\u003e\u003cbr /\u003e\u003c/div\u003e\u003cdiv\u003e\u003ci\u003e\u003cb\u003eMind \u0026amp; Body\u003c/b\u003e\u003c/i\u003e\u003cb\u003e\u00a0\u003c/b\u003e\u003cspan style=\"font-size:12pt\"\u003e\u2013\u003c/span\u003e Medical, mental health, and wellness benefits to support your overall health and well-being\u003c/div\u003e\u003cdiv\u003e\u003ci\u003e\u003cb\u003eFinancial Wellness\u003c/b\u003e\u003c/i\u003e\u003cb\u003e\u00a0\u003c/b\u003e\u003cspan style=\"font-size:16px\"\u003e\u2013\u003c/span\u003e Competitive compensation, 100% employer match on 401k contributions up to 10% (cap at $10,000), as well as an employee stock purchase program to help you feel supported in your financial security\u003c/div\u003e\u003cdiv\u003e\u003cb\u003e\u003ci\u003eUnplug \u003c/i\u003e\u003c/b\u003e\u003cspan style=\"font-size:16px\"\u003e\u2013\u003c/span\u003e Generous PTO and 14 paid holidays so you can unplug\u003c/div\u003e\u003cdiv\u003e\u003ci\u003e\u003cb\u003eCareer\u003c/b\u003e\u00a0\u003c/i\u003e\u003cspan style=\"font-size:16px\"\u003e\u2013\u003c/span\u003e Annual training allowance for professional development and ERG membership opportunities and events so you feel connected and empowered in your work\u003c/div\u003e\u003cdiv\u003e\u003ci\u003e\u003cb\u003eFamily \u003c/b\u003e\u003c/i\u003e\u003cspan style=\"font-size:16px\"\u003e\u2013\u003c/span\u003e Families come in all shapes and sizes so we offer 20 weeks of 100% paid parental leave, fertility, adoption, and child care resources, as well as pet insurance and discounts\u00a0\u00a0\u003c/div\u003e\u003cdiv\u003e\u003ci\u003e\u003cb\u003eCompany Gatherings \u003c/b\u003e\u003c/i\u003e\u003cspan style=\"font-size:16px\"\u003e\u2013\u003c/span\u003e We host company events where our employees get to know each other and build a sense of connection and belonging!\u003c/div\u003e\u003cdiv\u003e\u003cbr /\u003e\u003c/div\u003e\u003cdiv\u003e\u003ci\u003eWe are proud to be an equal opportunity 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.\u00a0 Period.\u00a0\u003c/i\u003e\u003c/div\u003e\u003cdiv\u003e\u003cbr /\u003e\u003c/div\u003e\u003cdiv\u003e\u003ci style=\"font-size:10px\"\u003eIf you require a reasonable accommodation to participate in the hiring process \u2014 such as during pre-employment testing or interviews \u2014 please indicate this by selecting \u201cYes\u201d in the accommodation request field. We\u2019ll reach out to discuss your needs if you\u0027re selected for the interview stage.\u00a0 \u00a0\u003c/i\u003e\u003c/div\u003e\u003cdiv\u003e\u003cbr /\u003e\u003c/div\u003e\u003cdiv\u003e\u003cspan style=\"font-size:10px\"\u003e\u003ci\u003e#MG\u003c/i\u003e\u003c/span\u003e\u003c/div\u003e