Senior Manager, Learning – Policy Implementation

🕒 il y a 1 jour

🏄 California – Distant

🏄 California – Remote

💵 $196 000 - $220 500 / an

⏰ Temps Plein

🟠 Senior

👔 Manager

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Discord

Site WebLinkedInTous les Emplois

501 - 1000 employés

Fondée en 2015

🎮 Jeux vidéo

🌍 Impact social

📡 Télécommunications

💰 €12 000 000 000 Venture Round en 2022-03

Gaming • Social Impact • Telecommunications

Discord est une plateforme de communication conçue pour créer des communautés. Les utilisateurs peuvent discuter par texte, voix ou vidéo, et la plateforme est connue pour son accent sur le jeu vidéo. Elle offre des expériences personnalisées avec des fonctionnalités comme des emojis personnalisés, des stickers et des effets de table de mixage. Discord prend en charge le streaming sans interruption avec une haute qualité et une faible latence, ce qui le rend idéal pour que les joueurs se retrouvent et jouent ensemble en ligne. Elle est accessible sur différents appareils, y compris PC, téléphone et console. De plus, Discord accorde une grande importance à la sécurité et à la modération, offrant des ressources et des directives pour assurer la sécurité et l'engagement des communautés. Il est largement utilisé pour les interactions sociales, le jeu et la construction de communautés.

Description

• 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. Your job in the first six months is to honor those commitments while making clear, defensible decisions about what to continue, deprioritize, or change and communicating those decisions well to your team and stakeholders.

🎯 Exigences

• 10+ years of experience in Trust & Safety operations, policy operations, content and knowledge management, or a closely related function, with a clear track record of owning outcomes rather than supporting them. • 3+ years of experience managing teams of ICs, with demonstrated ability to develop talent, set clear expectations, and build cohesion across people coming from different organizational contexts. • Demonstrated experience building or significantly restructuring an operational function, including defining documentation standards, intake processes, and quality frameworks where those things weren't already established. • Experience managing cross-functional, multi-audience content or knowledge programs, and owning the governance of how an organization keeps that documentation accurate and useful over time. • Strong working knowledge of how T&S policies translate into operational enforcement practice, including what it takes to move from a policy document to a BPO agent applying it correctly under time pressure. • Experience owning or closely partnering on BPO enablement, including training programs, operational guidance, and workflow documentation for scaled content moderation or customer support operations. • Genuine fluency with AI tools as part of how you work. You use AI to move faster, improve output quality, and find scale where it would otherwise require more people. You're comfortable evaluating where AI can and can't be trusted in knowledge and documentation workflows. • A track record of managing executive stakeholders with credibility and influence, particularly in fast-moving organizations where priorities shift and alignment has to be actively maintained. • Excellent written and verbal communication skills, with the ability to translate complex operational challenges into clear executive briefs and actionable guidance for enforcement teams.

🏖️ Avantages

• equity • benefits