Director, Scaled Operations

Summary

Join Discord's Scaled Operations team as a leader, responsible for reactive policy enforcement, quality assurance, appeals, data analysis, agent training, and safety initiatives. You will lead a team of operations and safety experts, manage relationships with outsourcing partners, collaborate with product and engineering teams, and develop training programs. This role requires experience building and managing a Trust & Safety function in a technology company, managing teams in hyper-growth environments, and briefing senior decision-makers. You will champion your team's growth and wellness, ensuring platform integrity and user safety. The position offers a competitive salary, equity, and benefits.

Requirements

• 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

Responsibilities

• 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

Benefits

• Equity
• Benefits