Director of Product & Operations, Customer Experience

Grindr LLC
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Job Description

We are seeking a Director of Product & Operations, Customer Experience to lead our Customer Support and Moderation teams as well as lead Product initiatives related to internal tooling and Trust & Safety. This is a unique opportunity to utilize your expertise in support and moderation operations, customer-facing communication, trust & safety policy, and product management to promote our mission of connecting the LGBTQ+ community and keeping them safe.

What’s the job? 

  • Oversee Grindr’s Customer Experience strategy & team, including offshore resources, developing a comprehensive understanding of Grindr’s customers and the metrics that impact Support and Trust & Safety across the brand.
  • Work cross-functionally across Engineering, Design, Data Science, Policy, Compliance, Privacy, & Operations to define & develop internal tools to improve moderator efficiency and consumer-facing features to improve user safety
  • Manage CX org budget, identify efficiencies, & execute upon them
  • Oversee a 24/7/365 global operation that provides efficient, consistent, and high-quality responses to customer issues and complaints.
  • Track, measure and evaluate key performance metrics and SLAs on a regular basis.
  • Write and iterate on internal and user-facing Trust & Safety guidelines and policies based on enforceability, edge cases, risk, and differing opinions and perspectives.
  • Operationalize policy enforcement, collaborating on user-facing interventions and communication, tooling changes, and new products and features.
  • Create playbooks and strategies for empathetically dealing with sensitive content, emotionally charged escalations, and site downtime/ incident response.
  • Write internal and user-facing communications to explain our policies and enforcement decisions through blog posts, Help Center articles, and other resources.
  • Represent the company externally with industry groups, government officials, and members of the press to explain Grindr’s approach to Trust and Safety.
  • Closely collaborate with cross-functional partners to optimize CX processes.
  • Provide product insights and actionable feedback based on customer feedback and pain points.
  • Mentor, hire, and retain talent across the CX department.
  • Stay up-to-date on industry trends, and best practices in customer experience, trust & safety, and customer support.

What we'll love about you

  • Experience building products to improve internal operations
  • Experience building products to enhance trust & safety among a large, global consumer base
  • Proven professional with 6+ years of experience as a Customer Experience leader for a tech company.
  • Experience with the content moderation and trust and safety landscape, specifically around marginalized communities such as the LGBTQ community.
  • Experience working with international issues across multiple geographies, including areas of freedom of expression, child safety, and user generated content.
  • Excellent leadership skills to motivate, develop, and retain talent.
  • Comfortable making decisions in nuanced situations.
  • Excellent verbal and written communication skills.
  • Strong analytical skills, including working with large data sets to identify and solve business problems.

What you'll love about us

  • Mission and Impact: Grindr is building the global gayborhood in your pocket. Your role will impact the lives of millions of LGBTQ+ people around the world. Through our success, we are making a world where the lives of our community are free, equal, and just.
  • Family Insurance: Insurance premium coverage for health, dental, and vision for you and partial coverage for your dependents.
  • Retirement Savings: Generous 401K plan with 6% match and immediate vest in the U.S.
  • Compensation: Industry-competitive compensation and eligibility for company bonus and equity programs.
  • Queer-Inclusive Benefits: Industry-leading gender-affirming offerings with up to 90% cost coverage, access to Included Health, monthly stipends for HRT, and more.
  • Additional Benefits: Flexible vacation policy, monthly stipends for cell phone, internet, wellness, food, and commuting, breakfast/lunch provided onsite, and yearly travel & leisure stipend.

About Grindr

Grindr is building the global gayborhood in your pocket. With more than 13.5 million monthly active users, Grindr has become a fundamental part of the LGBTQ+ community and is charting a path to make the world more free, equal, and just. Since 2015, Grindr for Equality has advanced safety, health, and human rights for millions of Grindr users and the global LGBTQ+ community in partnership with more than 100 community organizations in every region of the world.

Our next evolution is underway as a public company that continues to grow and build meaningful experiences for our users. From social issues to product innovations, we're setting audacious goals for our community and the business, and leveraging the latest tech stacks and a culture of engineering excellence to make it happen. At the heart of our work in this new chapter is a shared set of operating principles centered around cultivating curiosity, thinking big, setting and expediting our ambitious goals, and growing through iteration; all while keeping our users #1.

Grindr is headquartered in West Hollywood, California, with offices in the Bay Area, Chicago, New York, and Washington, D.C. With a track record of strong financial performance and plans for continued headcount growth, we’re building a team of talented, passionate, and open-minded people who want to disrupt the dating app space, innovate products, and advance LGBTQ+ culture. Come be a part of this exciting journey with us.

Company Info.

Grindr LLC

Grindr has grown into the largest social networking app for gay, bi, trans, and queer people. We have millions of users who use our location-based technology in almost every country in every corner of the planet.

  • Industry
    Information Technology,Media
  • No. of Employees
  • Location
    West Hollywood, CA, USA
  • Website
  • Jobs Posted

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