CX Operations Manager

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About the position

This is a hybrid role based in our San Francisco or New York offices and will require you to be in the office on Tuesdays and Thursdays. Grindr (NYSE: GRND) is seeking an exceptional CX Operations Manager to join our CX / T&S team. In this role, you will play a critical part in ensuring our platform remains safe, inclusive, and aligned with our policies. You will oversee vendor performance, manage sensitive case escalations, enforce quality standards, and drive operational efficiencies through process automation. This is an exciting opportunity for a strategic and data-driven operations professional to shape Grindr's enforcement workflows, enhance moderation processes, and collaborate cross-functionally with Trust & Safety, Legal, Product, and Engineering teams to optimize enforcement effectiveness.

Responsibilities

  • Ensure vendor adherence to SLAs and enforcement accuracy through regular reporting, audits, and data-driven feedback.
  • Monitor trends in moderation and enforcement to improve consistency, reduce errors, and maintain high-quality standards across human and AI-driven processes.
  • Oversee and refine escalation workflows for high-risk cases, including safety concerns, ensuring rapid and effective resolution.
  • Collaborate with Trust & Safety, Legal, and Engineering teams to surface, investigate, and resolve critical enforcement challenges.
  • Identify inefficiencies and implement process improvements to enhance scalability, efficiency, and enforcement accuracy.
  • Partner with Product and Engineering to refine AI-driven moderation systems and optimize enforcement tooling.
  • Work closely with Trust & Safety, Legal, Product, and Communications to ensure enforcement strategies align with regulatory requirements and Grindr's mission.
  • Drive vendor accountability while coordinating with internal teams to assess and enhance the accuracy and impact of moderation efforts.

Requirements

  • 5 - 7 years of experience in customer experience, CX operations, Trust & Safety, preferably within a tech or social platform environment.
  • Experience managing high-risk and critical enforcement matters, particularly in Trust & Safety, moderation, or platform integrity roles.
  • Strong analytical mindset with the ability to pull and interpret operational data, identify trends, and generate insights to improve enforcement accuracy and efficiency.
  • Hands-on experience with dashboards and reporting tools (e.g., Looker, Tableau, or similar) to track key metrics and performance trends.
  • Proficiency in CX case management systems such as Zendesk, with an understanding of moderation workflows and enforcement tooling.
  • Familiarity with automation and AI-driven enforcement systems, particularly within Trust & Safety operations.
  • Demonstrated ability to manage both on- and off-platform safety programs, ensuring effective escalation handling and policy enforcement.

Nice-to-haves

  • Experience developing and refining user-facing policies and community guidelines.
  • A background in designing and leading internal and external education initiatives around policy enforcement and compliance.
  • Experience analyzing CX data to assess policy effectiveness and drive long-term strategic improvements.
  • Familiarity with global transparency reporting processes, ensuring efficient data maintenance and regulatory compliance at scale.

Benefits

  • Insurance premium coverage for health, dental, and vision for you and partial coverage for your dependents.
  • Generous 401K plan with 6% match and immediate vest in the U.S.
  • Industry-competitive compensation and eligibility for company bonus and equity programs.
  • Industry-leading gender-affirming offerings with up to 90% cost coverage, access to Included Health, monthly stipends for HRT, and more.
  • Flexible vacation policy, monthly stipends for cell phone, internet, wellness, food, and commuting, breakfast/lunch provided onsite, and yearly travel & leisure stipend.
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