Scaled Operations Program Manager / Quality Operations Program (Trust and Safety)

Hinge is the dating app designed to be deleted

In today's digital world, finding genuine relationships is tougher than ever. At Hinge, we’re on a mission to inspire intimate connection to create a less lonely world. We’re 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, we’ve become the most trusted way to find a relationship, for all.

About the Role

The Scaled Operations team at Hinge is seeking a Scaled Operations Program Manager, QA. You will be responsible for designing, implementing, and optimizing quality assurance (QA) programs within our Trust & Safety operations. You will lead strategic initiatives to enhance the accuracy, consistency, and efficiency of content moderation decisions across large-scale global teams. Working closely with cross-functional partners, you will leverage data-driven insights to improve policy adherence and ensure operational excellence.

• Quality Assurance Strategy & Execution: Develop and implement scalable QA frameworks, methodologies, and processes to ensure the accuracy, fairness, and efficiency of moderation decisions.
• Performance Monitoring & Insights: Establish key performance indicators (KPIs) and quality metrics to measure agent performance, decision accuracy, and process effectiveness.
• Process Optimization: Identify gaps in moderation workflows and recommend continuous improvement initiatives through automation, training enhancements, and best practice adoption.
• Training & Calibration: Partner with policy, training, and operations teams to create robust calibration processes, ensuring alignment between human moderators, AI models, and policy guidelines.
• Incident Management & Root Cause Analysis: Investigate quality-related issues, conduct root cause analysis, and implement corrective actions to mitigate risks and prevent recurrence.
• Data-Driven Decision Making: Analyze QA data and generate actionable insights to improve moderation outcomes, agent performance, and overall operational efficiency.
• Cross-functional Collaboration: Work closely with internal teams (Policy, Legal, Product, Engineering, and Operations) to align QA initiatives with business goals and regulatory requirements.
• Vendor & Partner Management: Oversee external QA vendors, ensuring adherence to quality standards and driving continuous process enhancements.

• Experience: 3+ years in quality assurance, content moderation, trust & safety operations, or a related field, preferably within a scaled operations environment.
• Industry Knowledge: Deep understanding of Trust & Safety, content moderation, and risk management processes, including regulatory compliance requirements.
• Analytical & Problem-Solving Skills: Strong data analysis capabilities, with experience leveraging QA tools, dashboards, and statistical insights to drive decision-making.
• Process Improvement Expertise: Proven ability to design, implement, and optimize QA frameworks and moderation workflows in high-volume operational settings.
• Collaboration & Leadership: Demonstrated ability to work cross-functionally, influence stakeholders, and drive alignment across global teams.
• Technical Skills: Familiarity with AI-driven moderation tools, quality monitoring platforms, and workflow automation solutions.
• Communication Skills: Excellent written and verbal communication skills, with the ability to convey complex concepts to both technical and non-technical audiences.
• Preferred Qualifications: Experience with large-scale vendor management, regulatory compliance in content moderation, and trust & safety policy implementation

As a member of our team, you’ll enjoy:

401(k) Matching: We match 100% of the first 10% of pre-tax 401(k) contributions you make, up to a maximum of $10,000 per year.

Professional Growth: Get a $3,000 annual Learning & Development stipend once you’ve 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, you’re eligible for 100% paid parental leave (20 paid weeks for both birth and non-birth parents.)

Fertility Support: You’ll get easy access to fertility care through Carrot, from basic treatments to fertility preservation. We also provide $10,000 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 Remote—that 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 equal-opportunity 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, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please let your Talent Acquisition partner know.

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