Senior Program Manager, Policy Implementation

Discord-posted 2 months ago
$160,000 - $175,000/Yr
Full-time
San Francisco, CA
501-1,000 employees
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Discord is where people come together to spend time with friends, discover communities, and connect over shared interests. As Discord grows, we're looking for a Program Manager to build and lead our Policy Implementation function within Trust & Safety Strategy & Operations. You'll be the founding member of a new Policy Implementation team, establishing Discord's operational framework for translating policies into scaled enforcement. You'll own the end-to-end process of policy operationalization, ensuring every new or updated policy can be consistently enforced across our platform.

  • Develop deep expertise of the Discord's enforcement ecosystem, serving as the single point of accountability for operational readiness while coordinating across Trust & Safety Operations, Platform Policy, Product, Engineering, and Legal teams.
  • Design and implement comprehensive tracking systems and standardized documentation (policy launch bundles, RACI frameworks, implementation specs) to monitor progress across 5 phases: Launch Preparation, Technical Implementation, Training & Documentation, Launch Monitoring, and Post-Launch Optimization.
  • Partner with Product and Engineering to identify, document, and resolve technical gaps preventing policy enforcement; identify cross-functional dependencies and drive all stakeholders to meet implementation deadlines.
  • Co-create comprehensive enforcement guidance materials with T&S Operations teams; ensure FTEs and BPO teams receive appropriate documentation, SOPs, and quality standards for consistent policy enforcement at scale.
  • Build bidirectional feedback mechanisms between enforcement teams and Policy to identify implementation challenges, refine operational strategies, and drive continuous improvement of enforcement practices.
  • Establish and track KPIs for implementation effectiveness, including time-to-implementation, enforcement accuracy, and cross-team consistency; lead regular reviews with Trust Leadership to identify systemic issues and drive resolution.
  • Create escalation paths for implementation blockers, ensuring rapid resolution; champion operational excellence by pushing teams to meet ambitious timelines while maintaining quality standards.
  • 5+ years of experience in program management, operations, or strategy roles in Trust & Safety, content moderation, or platform policy environments.
  • Demonstrated success driving complex cross-functional initiatives with 10+ stakeholder teams in matrixed organizations.
  • Experience building new operational functions or programs from zero to one, including process design, stakeholder alignment, and scaled execution.
  • Strong understanding of content moderation operations on an instant messaging platform, including vendor management, internal review tooling, quality assurance, and training development.
  • Proven ability to influence without direct authority, building consensus across diverse teams with competing priorities through stakeholder relationships, data-backed storytelling, and an iterative mindset.
  • Data-driven approach to problem-solving with experience building metrics, dashboards, and reporting systems.
  • Technical proficiency with project management tools (Notion, Asana, JIRA).
  • Experience at a scaled social platform or user-generated content company (100M+ users).
  • Background in policy operations, operational readiness, or change management roles.
  • Familiarity with content moderation tools and systems (e.g., case management systems, classification taxonomies, ML-based detection).
  • Knowledge of Trust & Safety industry standards and best practices.
  • Relocation assistance may be available.
  • Equity.
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