Grindr | $185,000—$275,000
Original Job Description: Director of Product & Operations, Customer Experience
This is a hybrid role based out of San Francisco or Los Angeles (West Hollywood) offices and will require you to be in office Tuesdays and Thursdays.
What’s so interesting about this role?
We are seeking a Director of Product & Operations, Customer Experiencee 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 the world-leading LGBTQ social networking service. Your role will impact the lives of millions of LGBTQ people around the world.
- 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 the world’s largest dating app for gay, bi, trans, and queer people. With around 13 million monthly active users, Grindr has become a fundamental part of the global LGBTQ community, and we take pride in empowering our users to connect, express themselves, and discover the queer world around them.
Our next evolution is underway as a newly public company looking to expand and continue to build meaningful experiences for our users. From social issues to original content, we’re blazing innovative paths with impact for our community, all while leveraging the latest tech stacks and striving for engineering excellence. At the heart of our work in this new chapter is a shared set of core values: openness and exploration, a bias for action, and strong support of the LGBTQ community.
With a track record of strong financial performance and plans for continued headcount growth, we’re looking to build a team of talented, passionate, and open-minded people who believe in our mission, align with our values, and are excited to work at the intersection of innovative technology and social impact. Come be a part of this exciting journey with us.
Grindr is an equal-opportunity employer
To learn more about how we handle the personal data of applicants, visit our Employee and Candidate Privacy Policy.
Grindr is committed to fair and equitable compensation practices. This base pay range is for the U.S. and is not applicable to locations outside of the U.S. The actual base pay is dependent upon many factors, such as training, transferable skills, work experience, business needs, location, and market demands. The base pay range is subject to change and may be modified in the future. This role will also be eligible for equity, benefits, and a company bonus program.
Base Pay Range $185,000—$275,000 USD
