Full-Time Director, Scaled Operations

Discord is used by over 200 million people every month for many different reasons, but there’s one thing that nearly everyone does on our platform: play video games. Over 90% of our users play games, spending a combined 1.5 billion hours playing thousands of unique titles on Discord each month. Discord plays a uniquely important role in the future of gaming. We are focused on making it easier and more fun for people to talk and hang out before, during, and after playing games.

The Scaled Operations team is responsible for primarily reactive policy enforcement, quality assurance, appeals processing, data analysis, agent training, model application, and cross-functional safety initiatives. As Discord grows, you’ll grow and scale this function, both by designing better ways to get the work done, and by supporting a team of motivated problem-solvers. Reporting to our VP, Trust & Safety, you’ll champion your team of operations and safety experts to manage relationships with business process outsourcing partners, partner with product and engineering to develop new tools, work with internal teams to implement operational procedures, act as the front line for escalations from users and internal teams, develop training for stakeholders, and represent our overall Trust & Safety efforts.

You’re an experienced and dynamic leader responsible for developing and executing strategies to ensure platform integrity and user safety while developing an empowered and healthy team. You’ll also do many things we haven’t even thought of yet.

What you’ll be doing

• Lead the Scaled Operations team, composed of our outsourcing, appeals, quality assurance, data analysis, and learning & implementation teams, to ensure their learning and growth, set a high standard of work, and ensure cross-functional alignment
• Develop and implement a durable strategy for scaling the team as it responds to a quickly-growing volume of policy violations, user appeals, quality assurance, and external events
• Move effortlessly from the technical details to the big picture to identify critical areas for tooling and process improvements, collaborate across functions to find solutions, and project-manage implementing these improvements
• Represent your team’s efforts to leadership, internal stakeholders, regulators, civil society, and external partners
• Love managing people - be a champion and advocate for your function and team, ensuring their growth and wellness needs are met and empowering them to do their best work

What you should have

• 8+ years of experience building and managing a sophisticated Trust & Safety function at a technology company
• Experience managing a team in a hyper-growth environment
• Experience briefing senior decision makers and publicly representing work to civil society and partners
• Subject matter expertise in scaling operational systems across global teams, bonus points if enforcement-based
• Familiarity with Business Process Outsourcing, operations tooling, and machine-learning solutions
• Ability to effectively collaborate with cross-functional teams including product managers, engineers, lawyers, finance, and content moderators to find solutions to challenging problems
• Strong data and statistical analysis skills with the ability to translate metrics into actionable insights and drive informed decisions
• Curiosity and ability to jump into less familiar areas and learn while doing

What is the last date for applying to the job?

Which countries are accepted for this remote job?