Senior Manager, Learning & Implementation

Discord•San Francisco, CA

18h•Onsite

About The Position

Discord is seeking 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 the direction of Trust & Safety and Customer Experience operations. The Senior Manager will define the team's deliverables, ensure 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 track record of owning outcomes.
3+ years of experience managing teams of individual contributors, 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 Trust & Safety 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 for improving speed, output quality, and scale in workflows.
A track record of managing executive stakeholders with credibility and influence in fast-moving organizations.
Excellent written and verbal communication skills, with the ability to translate complex operational challenges into clear executive briefs and actionable guidance.

Nice To Haves

Direct experience with policy implementation in a Trust & Safety context, understanding the full lifecycle from policy development to 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.
Comfort with 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 that SOPs, IKBs, decision trees, enforcement flowcharts, and Help Center articles are accessible and utilized 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, assessing implementation timelines, and building trust with partners.
Deliver on existing commitments while defining a longer-term direction for the team, making decisions about prioritization and changes to ongoing work, and communicating these effectively.