Scaled Ops Program Manager, External Tools

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

We’re looking for someone with deep Zendesk expertise, to design, maintain, and scale a best-in-class external tooling ecosystem that enables Hinge’s Trust & Safety teams to operate efficiently and effectively. This role sits within our Scaled Operations team and collaborates closely with Product, Engineering, Education, and Ops to ensure our external tooling infrastructure empowers agents to deliver safe, high-quality support at scale.

Responsibilities

• Maintain an external tooling ecosystem that supports our users and improves agent efficiency.
• Configure queue systems to streamline macro selection and reduce decision fatigue for agents.
• Design and implement a seamless routing system to enable quality support interactions across multiple sites.
• Develop tracking systems to monitor site-and-agent-level performance, including productivity, adherence, and efficiency.
• Implement reporting dashboards to provide actionable insights for operational improvements.
• Improve our CSAT survey and tracking processes to measure user satisfaction.
• Create automated reporting and feedback loops for continuous improvement.
• Consult on the strategic vision for Zendesk integration with first-party internal tools and potential user-facing applications.

What We’re Looking For

• 3+ years of experience as a SaaS Administrator, with a primary focus on Zendesk.
• Hands-on experience with workflow automation, custom integrations, and system optimizations.
• Strong understanding of support operations, agent productivity tools, and performance tracking.
• Ability to design and implement scalable solutions to improve support efficiency.
• Experience integrating third-party tools with Zendesk and managing API-based workflows.
• Data-driven mindset with experience in reporting, analytics, and performance tracking.
• Strong cross-functional collaboration experience, working with Engineering, Product, and Operations teams.

Preferred Qualifications:

• Zendesk Admin Certification
• Experience working in Trust & Safety, Customer Support, or Content Moderation environments.
• Knowledge of AI-driven automation tools and their application in customer support operations.

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.

#Hinge