Senior Manager, Learning & Implementation

Discord•San Francisco, CA

1d•Remote

About The Position

Discord is looking for a Senior Manager to lead its Learning & Implementation (L&I) team. This team is responsible for the operational knowledge infrastructure that supports Discord's Trust & Safety and Customer Experience organizations. The L&I team operates at the intersection of policy and practice, managing documentation standards, policy operationalization, enforcement training, BPO enablement, and the public-facing Help Center. The role requires a leader who can make informed decisions based on day-to-day operations and influence senior stakeholders to shape how Trust & Safety and Customer Experience operate. The Senior Manager will define the team's output, ensure its visibility across the organization, and build cross-functional influence.

Requirements

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.
3+ years of experience managing teams of ICs, with demonstrated ability to develop talent, set clear expectations, and build cohesion.
Demonstrated experience building or significantly restructuring an operational function, including defining documentation standards, intake processes, and quality frameworks.
Experience managing cross-functional, multi-audience content or knowledge programs, and owning the governance of documentation accuracy and usefulness.
Strong working knowledge of how T&S policies translate into operational enforcement practice.
Experience owning or closely partnering on BPO enablement, including training programs, operational guidance, and workflow documentation.
Genuine fluency with AI tools as part of how you work, including 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.
Excellent written and verbal communication skills, with the ability to translate complex operational challenges into clear executive briefs and actionable guidance.

Nice To Haves

Experience directly on policy implementation in a T&S context, understanding the full lifecycle from policy development through operational launch.
Experience managing public-facing Help Center or user-facing documentation programs, particularly in a trust and safety or platform integrity context.
Experience leading a team through a significant scope expansion and building shared direction.
Comfortable in Notion and Zendesk as documentation and knowledge management platforms.

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.
Set and own documentation standards for Trust & Safety and Customer Experience, ensuring operational knowledge (SOPs, IKBs, decision trees, enforcement flowcharts, Help Center articles) is accessible and utilized effectively by FTEs and BPO agents.
Lead policy implementation as an end-to-end operational function, overseeing the full lifecycle of translating new and updated safety policies into operational practice in collaboration with Product Policy, Product Operations, Scaled Operations, and Safety Engineering.
Make the team's work visible to leadership and cross-functional partners by defining communication strategies, establishing reporting cadences, and representing the function in strategic discussions.
Serve as a strategic counterpart to senior leaders across Trust & Safety and Customer Experience, participating in scoping conversations, providing feedback on implementation timelines, and building trust with partners.
Deliver on active commitments while building toward a longer-term direction, making clear decisions about continuing, deprioritizing, or changing ongoing work.