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

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.

What you'll be doing

• 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.
• Set and own documentation standards for T&S and CX. L&I owns how T&S and CX FTEs and BPO agents access and use operational knowledge, including SOPs, IKBs, decision trees, enforcement flowcharts, and Help Center articles. You'll define what good looks like and make sure standards are applied and maintained in practice, not just written down.
• Lead policy implementation as an end-to-end operational function. Working closely with Product Policy, Product Operations, Scaled Operations, and Safety Engineering, you'll oversee the full lifecycle of translating new and updated safety policies into operational practice, from intake and scoping through documentation, training, tooling coordination, and launch. You are accountable for this function running well and staying ahead of what's coming.
• 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.
• Serve as a strategic counterpart to senior leaders across T&S and CX. That means being in scoping conversations before decisions are locked, pushing back when implementation timelines aren't realistic, and building trust with partners in Product Policy, Scaled Operations, Safety Engineering, and CX that makes this team a consistent and valued dependency.
• Deliver on active commitments while building toward a longer-term direction. You're inheriting in-flight work across policy launches, IKB and Help Center migrations, and ongoing training programs. Your job in the first six months is to honor those commitments while making clear, defensible decisions about what to continue, deprioritize, or change and communicating those decisions well to your team and stakeholders.

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 partnering on BPO enablement, including training programs, operational guidance, and workflow documentation for scaled content moderation or customer support operations.
• Genuine fluency with AI tools as part of how you work. You use AI to move faster, improve output quality, and find scale where it would otherwise require more people. You're comfortable evaluating where AI can and can't be trusted in knowledge and documentation workflows.
• A track record of managing executive stakeholders with credibility and influence, particularly in fast-moving organizations where priorities shift and alignment has to be actively maintained.
• Excellent written and verbal communication skills, with the ability to translate complex operational challenges into clear executive briefs and actionable guidance for enforcement teams.

Bonus Points

• You've worked directly on policy implementation in a T&S context and understand the full lifecycle from policy development through operational launch, including coordination across policy, engineering, operations, and training.
• You have experience managing public-facing Help Center or user-facing documentation programs, particularly in a trust and safety or platform integrity context.
• You've led a team through a significant scope expansion and know what it takes to build shared direction without dismissing what people have already built.
• You're comfortable in Notion and Zendesk as documentation and knowledge management platforms and have strong opinions about how to use them well.

This position is US-based and can be remote but if you live in the Bay Area, you’re welcome to work from our beautiful SF office.