Senior Program Manager, Policy Implementation at Discord

San Francisco, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Gaming, Technology, Social MediaIndustries

Requirements

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)

Responsibilities

Develop deep expertise of 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

Skills

Key technologies and capabilities for this role

Program ManagementPolicy ImplementationTrust & SafetyCross-Functional CoordinationRACI FrameworksTracking SystemsStakeholder ManagementTechnical ImplementationTraining DocumentationLaunch ProcessesOperationsProduct ManagementEngineering Collaboration

Questions & Answers

Common questions about this position

What experience is required for this Senior Program Manager role?

Candidates need 5+ years of experience in program management, operations, or strategy roles specifically in Trust & Safety, content moderation, or platform policy environments, plus demonstrated success driving complex cross-functional initiatives with 10+ stakeholder teams in matrixed organizations.

What is the salary range for this position?

This information is not specified in the job description.

Is this role remote or does it require office work?

This information is not specified in the job description.

What does the team structure look like for this role?

The role involves coordinating across Trust & Safety Operations, Platform Policy, Product, Engineering, and Legal teams, acting as the single point of accountability for operational readiness in a matrixed organization with 10+ stakeholder teams.

What makes a strong candidate for this Program Manager position?

A strong candidate has 5+ years in program management or operations within Trust & Safety or content moderation, with proven ability to drive complex cross-functional initiatives involving 10+ teams in matrixed environments.

Discord

Voice, video, and text communication platform

About Discord

Discord is a communication platform that allows users to connect through voice, video, and text. It serves as a space for friends and communities to gather and share their interests, catering to a wide range of groups such as artists, activists, study groups, and hobbyists. Users can join various communities, known as servers, which host discussions and activities related to their interests. Unlike many other platforms, Discord does not rely on advertising or selling user data; instead, it offers a premium subscription service called Nitro, which provides additional features like enhanced streaming quality and customization options. The goal of Discord is to create a welcoming environment where people can build connections and foster a sense of belonging.

San Francisco, CaliforniaHeadquarters

2015Year Founded

$952.6MTotal Funding

SERIES_HCompany Stage

Consumer Software, Social ImpactIndustries

1,001-5,000Employees

Benefits

Stay healthy - We take care of our team with comprehensive Medical, Dental, and Vision plans.

Parental perks - Spend some quality time with the next generation with parental leave, fertility, adoption, and surrogacy benefits.

Kick back - Stay refreshed with over 19 paid holidays, use-what-you-need sick days, and four weeks of PTO.

Commute easy - In a non-COVID world, get up to $270 per month for your commuting and parking needs.

The loadout - When we’re back in the office, enjoy daily catered lunches and snacks, a desk fund to make your space yours, and whatever you need for your computer setup, including a headphone allowance.

Wellness on us - Take advantage of a quarterly wellness allowance for your gym membership or other wellness activities. Virtual yoga every week!

Transgender benefits - Discord will reimburse up to $20,000 for any procedure related to transition.

Discord HQ - Our office is located in Potrero Hill, a little neighborhood in San Francisco near awesome coffee and food.

Relocation - Excellent relocation bonuses for new hires moving to San Francisco (once it’s safe to return).

Risks

Discord's revenue growth slowed in 2022, indicating potential market saturation.

Integrating Gas may alienate existing users if not managed carefully.

Decentralized platforms like SINOVATE pose a competitive threat to Discord's model.

Differentiation

Discord offers a unique ad-free communication platform with a premium subscription model.

It supports diverse communities, from gamers to artists, enhancing its user base diversity.

Discord's acquisition of Gas expands its reach to a younger, teen-focused audience.

Upsides

Discord's revenue grew 44% in 2022, showcasing resilience in a challenging market.

Integration with AI moderation tools can enhance user experience and safety.

Collaborations with educational platforms position Discord as a key remote learning tool.

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