Manager, Service Delivery Analytics & Planning
Confirmed on the employer's own hiring board on Oct 19, 2026. First seen by Alion on Oct 9, 2026. Match Group scores B on the Alion truth index.
About the Role
We’re looking for a strategic and analytical perator 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
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
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
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
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.
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
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
Operational Reporting & Performance Insights
Performance Governance
Operational Monitoring & Mission Control
Forecasting, Workforce Planning & Allocation
Vendor Budget Management
Investigative Analytics & Process Optimization
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