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 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