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

About the Role

Discord is used by over 200 million people every month for many different reasons, but there’s one thing that nearly everyone does on our platform: play video games. Over 90% of our users play games, spending a combined 1.5 billion hours playing thousands of unique titles on Discord each month. Discord plays a uniquely important role in the future of gaming. We are focused on making it easier and more fun for people to talk and hang out before, during, and after playing games.

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.