CX Operations Manager

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.What’s so interesting about this role?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.What’s the job?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.Vendor Oversight & Quality Assurance• 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.Sensitive Case Escalations• 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.Automation & Process Optimization• 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.Cross-Functional Collaboration• 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.What we'll love about you• 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.We’ll really swoon if you have any of:• 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.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 GrindrGrindr 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, and New York. 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.Grindr is an equal-opportunity employerTo learn more about how we handle the personal data of applicants, visit our Employee and Candidate Privacy Policy.#LI-HybridGrindr 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.New York Base Pay Range$144,000—$170,000 USDBay Area Base Pay Range$148,000—$175,000 USD