Senior 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 primarily responsible for 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 senior leader responsible for developing and executing enterprise-level 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

• Develop and implement a comprehensive, multi-year strategy for scaling the team (composed of our outsourcing, appeals, quality assurance, data analysis, and learning & implementation teams) as it responds to a quickly-growing volume of policy violations, user appeals, quality assurance, and external events, including strategic workforce planning and technology roadmaps
• Drive thought leadership in Trust & Safety operations through industry engagement, conference speaking, publication of best practices, and strategic partnerships with peer organizations
• Influence executive strategy by providing data-driven insights and recommendations that shape company-wide policies, resource allocation, and strategic direction
• Represent your team's efforts to C-suite leadership, board members, internal stakeholders, regulators, civil society, and external partners with exceptional executive presence and communication skills
• Champion organizational excellence by developing talent pipelines, succession planning, and creating centers of excellence that influence operational standards across the company
• Establish metrics-driven frameworks for measuring operational efficiency, quality outcomes, and business impact, with sophisticated analytics that inform strategic decision-making at the highest levels
• Move effortlessly from the technical details to the big picture to identify critical areas for tooling and process improvements, lead cross-functional initiatives to find solutions, and drive enterprise-level implementation of these improvements across multiple business units
• Act as 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 while developing future leaders

What you should have

• 10+ years of experience building and managing sophisticated Trust & Safety functions at technology companies, with 5+ years in senior leadership roles
• Proven track record of managing teams of 50+ people in hyper-growth environments with complex organizational structures and global operations
• Advanced subject matter expertise in scaling operational systems across global teams with deep knowledge of enforcement-based operations, vendor management, and international compliance frameworks and demonstrated ability to design sophisticated measurement frameworks, perform complex data analysis, and translate metrics into strategic insights that drive executive decision-making
• Demonstrated thought leadership and strategic thinking in Trust & Safety operations through industry publications, conference presentations, or recognized contributions to operational excellence and ability to develop 3-5 year operational roadmaps, anticipate industry trends, and position the organization for future challenges
• Technical fluency in operations tooling, machine-learning solutions, and emerging technologies with ability to evaluate and implement cutting-edge solutions
• Exceptional cross-functional influence with proven ability to drive alignment and outcomes across product managers, engineers, lawyers, finance, data science, and content moderation teams at the VP and C-suite level
• Executive communication expertise including experience briefing C-suite executives, board members, and publicly representing work to regulators, civil society, and strategic partners at industry forums
• Strategic partnership experience at enterprise scale, including contract negotiation, performance management, and multi-vendor orchestration
• Change management expertise with experience leading large-scale organizational transformations and process optimization initiatives
• Intellectual curiosity and ability to jump into unfamiliar areas, synthesize complex information quickly, and drive innovation while maintaining operational excellence