Outsourcing Manager, Scaled Programs
Discord is your place to talk. Whether you're part of a school club, gaming group, worldwide art community, or just a handful of friends that want to spend time together, millions of people use Discord every day to find community, hang out, and talk.
At the heart of Discord's communities is Safety. The Safety team at Discord ensures users find belonging by minimizing exposure to spam and other forms of platform abuse. We are excited to find others passionate about making sure Discord is a safe and welcoming place for our users and hope you can join us on this mission.
We're looking for an Outsourcing Manager, Scaled Programs to join us and lead this important area. You will report to the Director of Trust and Safety and you will own the relationship with our BPO partners, along with associated performance management and service delivery to support the safety of our users worldwide.
What you'll be doing
- Build the long-term strategic vision and uplift our BPO network capabilities to do complex work more effectively, with a focus on risk mitigation, quality, and efficiency metrics
- Guide operational excellence across our BPO network
- Collaborate with internal teams as a strategic partner to advance key outcomes including the improvement of training, quality and performance management
- Monitor service delivery to ensure standards are being met
- Visit with our partner sites across the world––both virtually and in-person––to identify gaps within the program and drive subsequent remediation
- Design communicable reports, analyze and present on data to drive decisions, make and validate recommendations regarding the evolution of the outsourcing program and, more broadly, Trust & Safety Operations
What you should have
- Passion for Discord and for keeping users safe from abuse (including spam)
- 6+ years work experience with 3+ years in vendor management
- Experience with outsourcing environments that span multiple geographic regions
- Experience with process re-engineering and operational excellence projects
- Substantial stakeholder management skills; ability to get buy in from business partners with a variety of priorities
- Experience with data tools, including Excel proficiency and exposure to basic SQL
Bonus Points
- Fluency in Spanish, French, or German
- Experience in QA systems and management
- Lean Six Sigma or COPC trained or certified
- Experience in developing healthy and vibrant workplaces
New York City residents only: Minimum salary of $133,000/year + equity and benefits*Note: Disclosure as required by NYC Pay Transparency Law
Colorado residents only: Minimum salary of $106,400/year + equity and benefits*Note: Disclosure as required by sb19-085(8-5-20).
- Comprehensive medical insurance including Health, Dental and Vision (plus up to $20,000 for gender affirmation procedures)
- Mental health resources and quarterly wellness stipends
- 16+ paid holidays, 4 weeks of PTO + use-what-you-need sick days
- Paid parental leave (plus fertility, adoption and other family planning benefits)
- Flexible long-term work options (remote and hybrid)
- Volunteer time off
- A diverse slate of Employee Resource Groups
- Plus commuter contributions and other perks for office-based employees
About Us
Discord is a voice, video and text app that helps friends and communities come together to hang out and explore their interests — from artists and activists, to study groups, sneakerheads, plant parents, and more. With 150 million monthly users across 19 million active communities, called servers, Discord has grown to become one of the most popular communications services in the world. Discord was built without selling ads or user data and instead, offers a premium subscription called Nitro that gives users special perks like higher quality streams and fun customizations.
We’re working toward an inclusive world where no one feels like an outsider, where genuine human connection is a click, text chat, or voice call away. A place where everyone can find belonging. Challenging? Heck yes. Rewarding? Double heck yes. It’s a mission that gives us the chance to positively impact millions of people all over the world. So if this strikes a chord with you, come build belonging with us!