Senior Community Operations Manager - Bumble

Senior Community Operations Manager - Bumble


Job locationLondon, England, United Kingdom (On-site)

Region of responsibilityGlobal

DescriptionWe strongly encourage people of colour, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, parents, and individuals with disabilities to apply. Bumble is an equal opportunity employer and welcomes everyone to our team. If you need reasonable adjustments at any point in the application or interview process, please let us know.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).

We are looking for a passionate and driven individual to join our Community Operations team. Working for the Bumble BFF brand and reporting to the Community Operations Lead, the Senior Community Operations Manager will be responsible for managing the customer support operations for Bumble BFF, managing and mentoring a small team which will expand as the product grows.

Key Accountabilities
- Manage the day-to-day operations of a high performance customer support team
- Hire, train, mentor and line-manage a team of customer support professionals
- Monitor, report and improve key departmental metrics, such as SLA, CSAT, CES, FCR and more
- Analyse existing customer support procedures and reconcile any gaps or conflicts, to ensure a consistent and efficient approach
- Work closely with global cross-functional teams including Member Safety, Product, Billing, Marketing and others to problem solve and develop solutions
- Lead key team meetings, and represent the needs of the department and our members in wider business forums and discussions
- Key decision maker and tie breaker in the most extreme customer support cases
- Assist with ad-hoc projects, supporting the success of the wider Community Operations team

Experience We Are Looking For
- Experience working as a senior manager in a customer support environment
- Minimum of 5 years experience in a customer service role for a consumer-facing tech product, ideally in the social networking space
- A strong people manager, with a proven ability to recognise, support and grow key talent
- Excellent communication skills, both written and spoken - bonus points if you’re fluent in a second language
- Advanced Excel skills, including the ability to analyse data to inform key business decisions

About You
- You are passionate about supporting our community with empathy and compassion
- You are self-motivated, dedicated, hard-working and not afraid to get stuck in at all levels
- You have the ability to multitask and manage competing priorities without getting overwhelmed
- You have the ability to foster relationships and work cross-functionally
- You are positive and have a logical approach together with a willingness to learn
- You are enthusiastic and fun to work with
- You are excited about our mission to create positive and meaningful relationships within the friendship space
- You are deeply passionate about Bumble’s brand vision and values

Interested? Click for details