Senior Content Operations Strategist, Safety
Discord
·
Posted:
August 2, 2023
·
Remote
About the position
As a Content Operations Strategist at Discord, you will play a crucial role in building and maintaining a comprehensive content library that promotes Trust & Safety values and objectives. You will collaborate with various teams to communicate operational policies and updates, investigate and resolve content-related issues, and ensure compliance with Trust & Safety guidelines. Additionally, you will monitor content performance metrics, implement new content strategies, and stay up-to-date with industry trends. This position requires excellent communication skills, experience in managing content for tech companies, and a background in instructional design or adult learning theory.
Responsibilities
- Protect and serve communities by building Trust & Safety's first comprehensive content operations function
- Develop and maintain a comprehensive content library that provides consistent and accurate information to users and staff while promoting Trust & Safety values and objectives
- Collaborate with Policy, Product, Engineering, and Trust & Safety teams to communicate and simplify operational policies, platform updates, and solutions
- Investigate and resolve content-related issues and work with internal Safety teams to enforce content policies
- Conduct regular audits of user- and staff-facing content to ensure compliance with Trust & Safety policies and guidelines
- Monitor and report on content performance metrics and use data insights to identify areas for improvement and optimization of content operations
- Stay up-to-date with industry trends and best practices and proactively implement new content strategies and initiatives to enhance communication with users and staff
- Write and speak about various types of sensitive and/or graphic topics within Trust & Safety, including child safety and exploitation, hate crimes, crisis response, and violent imagery
- Manage both employee and user-facing content for departments such as Trust & Safety, Customer Support, and/or Operations at a Tech company
- Design and implement content policies and processes
- Communicate complex ideas effectively through excellent written and verbal communication skills
- Work cross-functionally with Product, Legal, Policy, and enforcement teams
- Utilize data insights to optimize content operations and achieve organizational objectives
- Implement and utilize knowledge management systems (KMS), learning management systems (LMS), or content management systems (CMS)
- Apply content governance principles and best practices
- Have a background in instructional design or adult learning theory.
Requirements
- Bachelor's degree
- 3+ years of experience managing both employee and user facing content for departments such as Trust & Safety, Customer Support, and/or Operations at a Tech company
- Experience designing and implementing content policies and processes
- Excellent written and verbal communication skills, with a keen eye for detail and ability to communicate complex ideas effectively
- Experience working cross-functionally with Product, Legal, Policy, and enforcement teams
- Experience using data insights to optimize content operations and achieve organizational objectives
- Experience implementing and utilizing knowledge management systems (KMS), learning management systems (LMS), or content management systems (CMS)
- Working knowledge of content governance principles and best practices
- Background in instructional design or adult learning theory
Benefits
- Comprehensive medical insurance including Health, Dental and Vision (plus up to $20,000 for gender affirmation procedures)
- Mental health resources and quarterly wellness stipends
- 14+ paid holidays, 4 weeks of PTO + use-what-you-need sick days
- Paid parental leave (plus fertility, adoption and other family planning benefits)
- Flexible long-term work options (remote and hybrid)
- Volunteer time off
- A diverse slate of Employee Resource Groups
- Plus commuter contributions and other perks for office-based employees