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Process Lead, Global Escalations

New York, United States (Hybrid)

Process Lead, Global Escalations

2 Months ago • 3 Years + • Operations

About the job

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Job Description

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

As the Process Lead, you will play a crucial role in enhancing the effectiveness of our Global Escalations team. Your responsibilities will include identifying trends and issues, implementing scheduling and training improvements, and managing the creation and upkeep of documentation. This role involves a blend of hands-on work in our queue, handling privacy requests, safety reports, and critical safety escalations.

You'll also have the opportunity to shape standard operating procedures, collaborate with teams across the organization, and lead continuous improvement initiatives to ensure we maintain the highest standards

Responsibilities

Subject Matter Expert: Become an expert in our Trust & Safety Operations infrastructure, tools, systems, and data.
Build and Implement Processes: Work with the Head of Global Escalations to design processes, drive efficiencies, identify gaps, and implement improvements.
Champion Improvements: Proactively spot trends, propose relevant process updates to stakeholders, and lead continuous improvement initiatives.
Documentation Management: Create and maintain documentation for all workflows and processes owned by the team.
Oversee Team Operations: Manage team operations, including scheduling and training.
Collaborate Across Teams: Work closely with Engineering and Product teams to address and resolve user issues and technical bugs affecting our workflows.

What We're Looking For

Proven Experience: 3+ years of experience working on a trust or safety related team
Process Development: Experience building and iterating on operations processes
Adaptability in a Dynamic Environment: Flexibility and desire to work in a space that is continually evolving based on user and business needs
Team Player: Adaptable mindset and willingness to support daily queue work as needed
Bonus: Experience in process flow / user journey mapping, XFN project & communication coordination, and training development & delivery

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. Note: We will only respond to inquiries regarding accommodations and if you have any questions about your job application, please reach out to your Talent Acquisition Partner directly.

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