Senior Manager, Learning & Policy Implementation (Trust & Safety)

TL;DR

Senior Manager, Learning & Policy Implementation (Trust & Safety): Leading the operational knowledge infrastructure for T&S and CX organizations with an accent on documentation standards, policy operationalization, and BPO enablement. Focus on translating complex safety policies into actionable practice and building cross-functional influence across Product Policy and Safety Engineering.

Location: 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)

Salary: $196,000 – $220,500 + equity + benefits

Company

Discord is a multiplatform communication service used by over 200 million people, primarily serving the gaming community to facilitate real-time interaction.

What you will do

• Manage and develop a cross-functional team specializing in knowledge management, training delivery, and content operations.
• Define and maintain documentation standards (SOPs, IKBs, decision trees) for T&S and CX internal teams and BPO agents.
• Lead the end-to-end operational lifecycle of translating new safety policies into practical enforcement workflows.
• Collaborate as a strategic partner with senior leaders in Product Policy, Scaled Operations, and Safety Engineering.
• Manage executive stakeholders and represent the function in resourcing and prioritization discussions.
• Oversee the migration and maintenance of the internal knowledge base and public-facing Help Center.

Requirements

• 10+ years of experience in Trust & Safety, policy operations, or knowledge management.
• 3+ years of experience managing teams of individual contributors.
• Proven track record of building or restructuring operational functions, including documentation and quality frameworks.
• Deep understanding of translating T&S policies into BPO enforcement practice.
• Fluency with AI tools to improve operational speed and output quality.
• Must be based in or be able to relocate to the SF Bay Area.

Nice to have

• Experience with the full lifecycle of T&S policy implementation from development to launch.
• Experience managing public-facing Help Centers or user documentation in a platform integrity context.
• Proficiency with Notion and Zendesk for knowledge management.

Culture & Benefits

• Relocation assistance may be available for eligible candidates.
• Competitive base salary supplemented by equity and benefits.
• Opportunity to impact the safety and experience of a global community of 200M+ users.
• Commitment to inclusion and reasonable accommodations during the hiring process.