Senior Manager, Learning & Policy Implementation (T&S)

Responsibilities

• Manage and develop a team across knowledge management, training delivery, policy implementation, and content operations, providing mentorship, clear direction, and support for their professional growth across a range of experience levels.
• Make the team's work visible to leadership and cross-functional partners. Define how L&I communicates its output, build the cadences and artifacts that keep leadership informed, and represent this function clearly when resourcing, prioritization, and strategic decisions are on the table.
• What you should have
• 10+ years of experience in Trust & Safety operations, policy operations, content and knowledge management, or a closely related function, with a clear track record of owning outcomes rather than supporting them.
• 3+ years of experience managing teams of ICs, with demonstrated ability to develop talent, set clear expectations, and build cohesion across people coming from different organizational contexts.
• Demonstrated experience building or significantly restructuring an operational function, including defining documentation standards, intake processes, and quality frameworks where those things weren't already established.
• Experience managing cross-functional, multi-audience content or knowledge programs, and owning the governance of how an organization keeps that documentation accurate and useful over time.
• Strong working knowledge of how T&S policies translate into operational enforcement practice, including what it takes to move from a policy document to a BPO agent applying it correctly under time pressure.
• Experience owning or closely partner

Additional Information

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. Keeping that experience safe and consistent for everyone requires more than good policies. It requires that every team member, enforcement agent, and frontline operator knows exactly what to do when it matters. That's the work of Learning & Policy Implementation (L&I). L&I owns the operational knowledge infrastructure that keeps Discord's Trust & Safety and Customer Experience organizations running. The team sits at the intersection of where policy meets practice, responsible for documentation standards, policy operationalization, enforcement training, BPO enablement, and the public-facing Help Center. The scope of this team is expanding, and we're looking for a Senior Manager to lead it forward. This role requires someone who is close enough to the day-to-day to make informed decisions and credible enough with senior stakeholders to shape how T&S and CX operate. You'll define what this team ships, make that work visible across the organization, and build the kind of cross-functional influence that earns this function a seat at the table before decisions get made. If you've led operational knowledge functions before, know how to build credibility without formal authority, and are motivated by a role where your impact is felt across the entire organization, this one is for you.

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Company Intel

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