Outsourcing Manager, Scaled Programs

  • Individual Contributor
  • TSPA Members
  • San Francisco, CA, USA or Remote
  • Experience level: 6+ years

Website Discord

This content was reproduced from the employer’s website on February 14, 2022. Please visit their website below for the most up-to-date information about this position.

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 create connections, hang out, and talk.
At the heart of Discord’s communities is Safety. The Safety team at Discord is responsible for ensuring 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 be responsible for owning 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
  • Drive 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
  • Ability to thrive in ambiguous environments, excited about finding solutions to complex problems, and then executing on them
  • Passionate about Discord and about 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
  • Strong analytical skills, 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

To apply for this job please visit discord.com.