Manager, Service Delivery Analytics & Planning

About the Role

We’re looking for a strategic and analytical operator to join our Service Delivery organization as Manager, Service Delivery Analytics & Planning. This role will support operational performance across Trust & Safety Operations through analytics, workforce planning, operational monitoring, vendor budget management, quality insights, and process optimization.

This individual will serve as a centralized operational intelligence function for the organization, translating data into actionable insights, proactively identifying operational risks and performance trends, and helping leadership drive scalable, efficient, and high-quality service delivery outcomes.

The ideal candidate combines strong analytical capabilities with operational thinking, thrives in fast-paced environments, and enjoys solving complex operational problems through data, systems, and process improvement.

Responsibilities:

Operational Reporting & Performance Insights

• Work with leadership to own and collaborate on KPI, SLA, productivity, and operational performance reporting across Trust & Safety Operations
• Build and maintain dashboards, and scalable reporting frameworks that provide visibility into operational health and business performance
• Deliver actionable insights and recommendations that improve efficiency, throughput, service quality, and customer experience outcomes
• Partner cross-functionally to establish scalable reporting standards and operational visibility across vendor and internal operations

Performance Governance

• Work with leader of QA to support any data needs or reporting to monitor and analyze performance trends, focused on developing scalable QA insights reporting frameworks that connect quality outcomes to in operational performance
• Identify emerging quality risks, workflow gaps, or operational behaviors impacting customer and business outcomes
• Partner with operational and QA leadership teams to improve performance consistency, accountability, and operational effectiveness, owning the communication of insights for actionables and opportunities to the Service Delivery team and leadership.
• Help establish a balanced operational performance framework that evaluates both efficiency and quality outcomes

Operational Monitoring & Mission Control

• Serve as a centralized “mission control” function for operational health monitoring
• Proactively identify spikes, anomalies, workflow degradation, or emerging operational risks across business-as-usual (BAU) performance
• In partnership with leader of Service Delivery and T&S Ops Senior Leadership - establish monitoring and alerting mechanisms to support rapid operational response and decision-making
• Partner with operational leaders to investigate root causes and drive mitigation strategies

Forecasting, Workforce Planning & Allocation

• Support forecasting and resource allocation planning across vendor and internal operations
• Build and maintain workforce planning and operational capacity models
• Manage and oversee the Service Delivery Analytics & Planning team, including all related people management responsibilities. Support direct report success in WFM and analysis requests to optimize staffing efficiency and operational readiness
• Evaluate operational demand drivers and staffing trends to improve planning accuracy
• Own and maintain the WFM/Data requests channel and tracker - ensuring team is prioritizing work appropriately and tracking for impact.

Vendor Budget Management

• Partner with Service Delivery leadership on vendor budget planning and management
• Maintain operational cost models and support financial tracking across vendor operations
• Assist in evaluating staffing investments, vendor performance, and cost optimization opportunities
• Support monthly and quarterly operational planning processes

Investigative Analytics & Process Optimization

• In partnership with Service Delivery team and T&S Ops leadership conduct investigative analysis across tooling, workflows, and operational processes to identify opportunities for efficiency and scale
• Evaluate operational friction points and partner cross-functionally on process improvement initiatives
• Use data to uncover trends impacting service quality, productivity, or operational effectiveness
• Support operational strategy initiatives through deep-dive analysis and business recommendations

What We're Looking For:

• 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:

• 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, plus free Udemy access from day one
• 100% paid parental leave (20 paid weeks for birth and non-birth parents)
• Fertility support through Carrot, including a stipend for fertility preservation
• $100 monthly date stipend and free Hinge Premium for employees and their loved ones
• Access to eight Employee Resource Groups

Compensation:

The salary range for this position is $117,000 to $140,000 per year, based on a position in New York City. Pay may be adjusted by geographic location if work is authorized outside the posted location.