{"id":2189305,"url":"https://alion.io/job/match-group-manager-service-delivery-analytics-planning","title":"Manager, Service Delivery Analytics & Planning","company":{"id":4277,"name":"Match Group","domain":"mtch.com","url":"https://alion.io/company/match-group","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":75,"open_postings":10,"ghost_share":0,"stale_share":0.8,"repost_share":0,"time_to_fill_p50_days":67,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Analytics","role_family":"Analytics","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":117000,"max":140000,"currency":"USD","period":"year","gross":null,"usd_annual":140000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Sheets","optional":false},{"name":"Looker","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SQL","optional":false},{"name":"Tableau","optional":false}],"status":"live","first_seen_at":"2026-10-09T15:34:05Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-19T08:23:55Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"About the Role\nWe’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.\nThis 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.\nThe 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.\nResponsibilities\nOperational Reporting & Performance Insights\nWork with leadership to own and collaborate on KPI, SLA, productivity, and operational performance reporting across Trust & Safety Operations\n\nBuild and maintain dashboards, and scalable reporting frameworks that provide visibility into operational health and business performance\n\nDeliver actionable insights and recommendations that improve efficiency, throughput, service quality, and customer experience outcomes\n\nPartner cross-functionally to establish scalable reporting standards and operational visibility across vendor and internal operations\n\nPerformance Governance\nWork 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\n\nIdentify emerging quality risks, workflow gaps, or operational behaviors impacting customer and business outcomes\n\nPartner 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.\n\nHelp establish a balanced operational performance framework that evaluates both efficiency and quality outcomes\n\nOperational Monitoring & Mission Control\nServe as a centralized “mission control” function for operational health monitoring\n\nProactively identify spikes, anomalies, workflow degradation, or emerging operational risks across business-as-usual (BAU) performance\n\nIn 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\n\nPartner with operational leaders to investigate root causes and drive mitigation strategies\n\nForecasting, Workforce Planning & Allocation\nSupport forecasting and resource allocation planning across vendor and internal operations\n\nBuild and maintain workforce planning and operational capacity models\n\nManage 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\n\nEvaluate operational demand drivers and staffing trends to improve planning accuracy\n\nOwn and maintain the WFM/Data requests channel and tracker - ensuring team is prioritizing work appropriately and tracking for impact.\n\nVendor Budget Management\nPartner with Service Delivery leadership on vendor budget planning and management\n\nMaintain operational cost models and support financial tracking across vendor operations\n\nAssist in evaluating staffing investments, vendor performance, and cost optimization opportunities\n\nSupport monthly and quarterly operational planning processes\n\nInvestigative Analytics & Process Optimization\nIn 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\n\nEvaluate operational friction points and partner cross-functionally on process improvement initiatives\n\nUse data to uncover trends impacting service quality, productivity, or operational effectiveness\n\nSupport operational strategy initiatives through deep-dive analysis and business recommendations\n\nWhat We're Looking For\n3+ years of experience in operations strategy, business operations, workforce planning, analytics, Trust & Safety operations, quality operations, or related operational environments\n\nStrong analytical and problem-solving capabilities with experience translating data into operational action\n\nExperience building dashboards, forecasting models, operational reporting frameworks, and performance scorecards\n\nFamiliarity with SLA governance, KPI management, quality assurance reporting, and operational performance monitoring\n\nExperience supporting vendor operations and/or BPO environments preferred\n\nStrong Excel/Google Sheets skills required; experience with Looker, SQL, or similar BI tools preferred (Tableau experience valued)\n\nComfortable navigating ambiguity and operating in fast-moving, high-growth environments\n\nExcellent communication and stakeholder management skills","description_format":"text","description_chars":5261,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Dating & Relationships"],"lifecycle":[{"event":"open","at":"2026-10-09T17:18:12Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 12","filings_12m":12,"filings_prev_12m":9,"green_card_filings_12m":0,"median_offered_wage_usd":157500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":5}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":9,"expected_fill_days":67,"reasons":["conf:1","stale_co","velocity","win:early"],"computed_at":"2026-10-19T05:45:15Z"},"pay":{"stated_usd_annual":140000,"is_top_pay":true},"html_url":"https://alion.io/job/match-group-manager-service-delivery-analytics-planning","json_url":"https://alion.io/job/match-group-manager-service-delivery-analytics-planning.json","meta":{"generated_at":"2026-10-19T11:14:12Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7957,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4277},"rest":"https://alion.io/mcp/rest/get_company?id=4277"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmatch-group-manager-service-delivery-analytics-planning"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmatch-group-manager-service-delivery-analytics-planning"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmatch-group-manager-service-delivery-analytics-planning"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/match-group-manager-service-delivery-analytics-planning\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmatch-group-manager-service-delivery-analytics-planning"}]}