Senior Program Manager, Policy Implementation

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.

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 establish this critical function at Discord, driving the operational execution that translates policies into scaled enforcement across our platform. You'll own the end-to-end delivery of policy operationalization, ensuring every new or updated policy is consistently enforced and successfully launched. Through this work, you'll develop repeatable practices that integrate policy implementation into Discord's launch processes.

What You'll Do

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

What You'll Need

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)

Bonus Points

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

This position is temporary.

Candidates must reside in or be willing to relocate to the San Francisco Bay Area (Alameda, Contra Costa, Marin, Napa, San Francisco, San Mateo, Santa Clara, Solano, and Sonoma counties).

The US base salary range for this temporary full-time position is $160,000 to $175,000 + benefits. Our salary ranges are determined by role and level. Within the range, individual pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include equity, or benefits.

Why Discord?

Discord plays a uniquely important role in the future of gaming. We're a multiplatform, multigenerational and multiplayer platform that helps people deepen their friendships around games and shared interests. We believe games give us a way to have fun with our favorite people, whether listening to music together or grinding in competitive matches for diamond rank.

Join us in our mission! Your future is just a click away!

Discord is committed to inclusion and providing reasonable accommodations during the interview process.

We want you to feel set up for success, so if you are in need of reasonable accommodations, please let your recruiter know.

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