Senior Program Manager, Policy Implementation

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.