Match Group

Senior Manager, Customer Experience

Match Group

full-time

Posted on:

Location Type: Hybrid

Location: Los Angeles • California • United States

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Salary

💰 $145,000 - $165,000 per year

Job Level

Senior

About the role

  • Lead the end-to-end support experience across all customer touchpoints, ensuring alignment with broader business objectives and brand values.
  • Build, mentor, and scale a team of KM and CX professionals, fostering a culture of customer advocacy and continuous professional growth.
  • Partner with Product, Legal, and Operation teams to advocate for the customer and lead fundamental changes in the organization’s approach to service.
  • Serve as the subject matter expert (SME) in customer service operations, translating high-level business goals into actionable frontline tactics.
  • Oversee the development, maintenance, and continuous improvement of internal and external knowledge bases for both agents and customers.
  • Define and implement voice, tone, and quality standards for all customer-facing information to ensure brand consistency.
  • Ensure support teams have clear, accessible documentation and Standard Operating Procedures (SOPs) to guide them through complex workflows.
  • Identify, map, and refine CX processes to reduce friction, improve efficiency, and enhance both the customer and employee experience.
  • Design and implement scalable operational models that support customer growth while maintaining "best-in-class" service levels.
  • Leverage qualitative and quantitative data to understand customer pain points and translate insights into prioritized product or training improvements.
  • Develop data-gathering frameworks and utilize internal/external analysis to monitor the overall health and success of the support function.
  • Manage the collection and communication of how customer support is working, ensuring actionable insights are shared with cross-functional partners to drive loyalty and growth.

Requirements

  • 5+ years of experience in Customer Experience, Operations, or Knowledge Management, with a track record of building, mentoring, and scaling high-performing workflows or teams.
  • A strategic thinker who maintains a "hands-on" approach to execution; able to navigate ambiguity and deliver results in a fast-paced, high-growth environment.
  • Expert ability to deconstruct complex technical processes and translate them into scalable, practical workflows and Standard Operating Procedures (SOPs).
  • Strong proficiency with Knowledge Management (KM) platforms, Document Management Systems (DMS), and CX software suites.
  • Exceptional writing and editing skills with a focus on clarity, usability, and maintaining brand voice across diverse support channels.
  • Ability to synthesize qualitative and quantitative data to identify root causes and build compelling business cases for CX investments.
  • A design-thinking practitioner dedicated to removing friction and delivering exceptional end-to-end user experiences in complex environments.
  • Proven track record of influencing without authority and building strategic partnerships across Product, Legal, Training, and Operations.
  • Outstanding verbal and written communicator capable of simplifying complex information for diverse audiences and presenting to senior leadership.
  • Solid organizational skills with the ability to manage competing priorities and high-stakes projects simultaneously.
Benefits
  • Mind & Body – Medical, mental health, and wellness benefits to support your overall health and well-being
  • Financial Wellness – Competitive compensation, 100% employer match on 401k contributions up to 10% (cap at $10,000), as well as an employee stock purchase program to help you feel supported in your financial security
  • Unplug – Generous PTO and 14 paid holidays so you can unplug
  • Career – Annual training allowance for professional development and ERG membership opportunities and events so you feel connected and empowered in your work
  • Family – Families come in all shapes and sizes so we offer 20 weeks of 100% paid parental leave, fertility, adoption, and child care resources, as well as pet insurance and discounts
  • Company Gatherings – We host company events where our employees get to know each other and build a sense of connection and belonging!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer ExperienceOperationsKnowledge ManagementStandard Operating ProceduresData AnalysisDocument Management SystemsCX Software SuitesProcess MappingWorkflow DesignData-gathering Frameworks
Soft Skills
Strategic ThinkingMentoringCommunicationInfluencing Without AuthorityOrganizational SkillsProblem SolvingDesign ThinkingClarity in WritingTeam BuildingAdaptability