Senior Sales Tools and Process Manager

Discord has a highly engaged community of millions of daily active users who use the platform for many different reasons, but there’s one thing that nearly everyone does: play video games. Discord plays a uniquely important role in the future of gaming, and we are focused on making it easier and more fun for people to hang out before, during, and after playing games. The Customer Experience team at Discord has the privilege of supporting our communities, listening to their feedback, and sharing these insights with other teams to help make the Discord experience the best that it can possibly be. We’re looking for a Director of Customer Experience to lead the next chapter of our support story: a bold, AI-powered transformation of how we serve tens of millions of users worldwide. You’ll inherit a talented, established team of in-house CX specialists and own the strategy, culture, and execution that defines what great support looks like at Discord. This is a high-visibility, high-impact role for a senior leader who thrives on building world class systems that solve problems for customers. This person will report to the Senior Director of Scaled Operations. What you'll be doing * Define and drive a CX transformation strategy that harnesses AI, intelligent tooling, and data-driven insights to deliver faster, higher-quality support at global scale * Lead, develop, and inspire a global team of in-house CX specialists building a culture of ownership, continuous improvement, and genuine care for our users * Own the end-to-end user support experience, setting the vision for quality, efficiency, and satisfaction across all channels and contact types * Champion AI-first support models including intelligent triage, AI agents, and proactive deflection strategies, partnering closely with technical teams to bring them to life * Partner cross-functionally with Product, Engineering, and Data teams to identify upstream drivers of contact volume, close the feedback loop, and measurably improve the user experience * Define and defend the KPIs that matter and translate data into executable strategy that moves the needle * Build and maintain high-trust operational partnerships to ensure global coverage, quality consistency, and resilience across all support channels What you should have * 10+ years in customer support or customer experience, including 5+ years leading large-scale global support organizations at major technology companies * A proven track record of CX transformation at scale. You’ve modernized tooling, implemented AI-powered support, and have the metrics to prove it moved the needle * Deep fluency in AI-powered support models. You understand how to build a modern support stack, maximize automation, and know where human judgment still wins * Exceptional people leadership. You develop leaders, grow high-performing teams, and create environments where people do the best work of their careers * Strong analytical fluency. You’re comfortable in the data, can diagnose what’s broken, and translate insight into executable strategy * A highly collaborative operating style. You build strong cross-functional partnerships with Product, Engineering, Finance, and Legal, and know how to drive outcomes across organizational lines * Genuine enthusiasm for Discord’s mission and an intuition for what community-driven platforms demand from their support experience Bonus points * Hands-on experience implementing or scaling AI support agents (e.g., conversational AI platforms, automated resolution tools) * Deep familiarity with Zendesk or enterprise CX platforms at significant scale * Background in Trust & Safety or experience supporting policy-sensitive user issues * Experience managing global vendor or BPO relationships as part of a broader support strategy Candidates must reside in or be willing to relocate to the San Francisco Bay Area (Alameda, Contra Costa, Marin, Napa, San Francisco, San Mateo, Santa Clara, Solano, and Sonoma counties). Relocation assistance may be available. The US base salary range for this full-time position is $224,000 to $252,000 + equity + benefits. Our salary ranges are determined by role and level. Within the range, individual pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include equity, or benefits. Why Discord?  Discord plays a uniquely important role in the future of gaming. We're a multiplatform, multigenerational and multiplayer platform that helps people deepen their friendships around games and shared interests, and helps developers build and grow their businesses. We believe games give us a way to have fun with our favorite people, whether listening to music together or grinding in competitive matches for diamond rank. Join us in our mission! Your future is just a click away! Discord is committed to inclusion and providing reasonable accommodations during the interview process. We want you to feel set up for success, so if you are in need of reasonable accommodations, please let your recruiter know. Please see our Applicant and Candidate Privacy Policy for details regarding Discord’s collection and usage of personal information relating to the application and recruitment process by clicking HERE.

Description Gigamon, recently certified as a Great Place to Work, helps the world’s leading organizations run fast, stay secure, and innovate. We provide the industry’s first elastic visibility and analytics fabric, which closes the cloud visibility gap by enabling cloud tools to see the network and network tools to see the cloud. With visibility across their hybrid cloud network, organizations can improve customer experience, eliminate security blind spots, and reduce cost and complexity. Gigamon has been awarded over 90 technology patents and enjoys world-class customer satisfaction with over 4,000 organizations, including over 80 percent of the Fortune 100 and hundreds of governments and educational organizations worldwide. The Manager of Business Development will operate within the Americas Sales team to ensure the delivery of the America’s Business Development goals. They will work towards the overall achievement of sales targets specific to demand generation responsibilities. They will establish plans and strategies to support the Field sellers with expansion into existing accounts as well as grow new account acquisition and expansion. The role will manage the Business Development Representatives leading, managing, motivating and developing our US based teams. What you’ll do: Hire, coach, and manage a portion of Business Development Reps. On-boarding new hires to tools and processes. Motivate BDR team through creative incentives. Identify and make recommendations for improvement in the areas of Process, Efficiency, and Productivity. SFDC reporting, updating dashboards. SFDC data analysis, monitoring and clean up (look for data integrity issues that need to be changed/updated like past due close dates, accounts dispositioned or assigned incorrectly, etc.) SalesLoft reporting and cadence management. Be a leader and valued contributor to the sales team to generate meetings with new potential customers and with new contracts in our existing customer that contribute to pipeline growth. Ensure the team is proactively using the phone, email and other sales & marketing tools to contact potential customers to generate interest in Gigamon products. Build and maintain strong working relationships with key stakeholders including senior sales management within North America sales operations, channel management and marketing. Work closely with cross-functional team members: IDM, Marketing Operations, Sales Operations, and Sales Enablement. What you’ve done: 4+ years of Leadership experience in IT networking and/or security managing or acting as a team lead within an inside sales organization. Ability to analyze and manage Business Development activities using Salesforce, SalesLoft, and other relevant software solutions. Process and operations-oriented individual. Strong understanding of sales development best practices (cadence management, cold-calling, objection handling, etc.) and pipeline building process. Ability to understand, recommend, and advocate for technologies that will improve the efficiency of the BDR team. Strong Microsoft Suite Skills: Excel, PowerPoint, Word, and Teams. Strong written and oral communication and collaboration skills. SFDC/CRM experience a plus. Who you are: Proven track record of consistent performance as an individual contributor with the capability of generating opportunity for complex IT solutions to large enterprise and service provider market segments. The base salary + commission compensation range targeted for this role is expected to be between $172,000- $215,000 (subject to terms and conditions of the plan). This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices. Employees in this position are eligible to participate in the Company’s standard employee benefit programs, which may include health and other insurances such as life and disability, and savings accounts such as a retirement plan with company matching contributions or similar, paid time off (holidays, vacation, and sick), tuition reimbursement, employee assistance program (EAP), business travel accident insurance, employee discounts, and employee referral program. Additionally, employees may be eligible to participate in the Profit Interest Units plan. As an equal opportunity employer, all applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, age, sexual orientation, disability, veteran status, genetic information, or any other protected characteristic under applicable federal, state, and/or local law. For more information, please refer to Know Your Rights: Workplace Discrimination is Illegal. We are committed to providing reasonable accommodation for all qualified individuals with disabilities. If you require a reasonable accommodation, please contact us at (669) 240-2248. If your experience and skills closely match our job description but may not necessarily fulfill all requirements, please still apply. Gigamon is on a continued mission to grow and scale an innovative organization. We believe this is best achieved by hiring, celebrating, and respecting people with diverse backgrounds, skills, perspectives, and experiences. The privacy rights of all individuals including job applicants and candidates are very important to us. Our Gigamon Applicant Privacy Policy , will inform you about how Gigamon Inc. and its direct and indirect subsidiaries collect, use, store, or otherwise process personal information about job applicants and candidates, including through your access and/or use of our careers website and third-party job websites (e.g. LinkedIn, Indeed, Glassdoor, Naukri, etc.). We may use automated tools, including AI-based systems, to help screen and evaluate application materials for this role. These tools are designed to assess job-related qualifications only and do not make final hiring decisions; human reviewers remain involved in the process. Further, Gigamon uses Jobvite, developed by Employ, to screen and evaluate all Gigamon applicant resumes. The system analyzes resumes for skills, experience, and qualifications and processes employment history, education, and skills. This AI-based system is used for all Gigamon positions. For questions, contact [email protected] . You have the right to request reasonable accommodation; to do so, please send a message to [email protected] .