Senior Program Manager, Ads Policy Operations

Discord•San Francisco, CA

15h•$176,000 - $198,000•Hybrid

About The Position

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. Discord's ads business is growing fast — and we're building it the right way. A critical part of doing that is making sure the right integrity infrastructure grows alongside it, and that's where Trust & Safety Strategy & Operations comes in. We're hiring a founding member of Ads Policy Operations to help us get it right from the start. This is a zero-to-1 role: you won't be inheriting a playbook, you'll be writing it. You'll be embedded in Trust & Safety and work closely with our Commercial Policy team, Discord Business Organization (DBO), Sales, Legal, and Product to stand up the workflows, standards, and relationships that keep Discord's ads ecosystem safe and trustworthy. You'll make real enforcement decisions on ad content, own the escalation experience for account managers and account executives, and be the connective tissue between our T&S values and a fast-growing commercial business. If you've built enforcement operations before and get energized by the chance to create something from scratch, including within a space as unique as gaming, this one's for you.

Requirements

5+ years in Trust & Safety, ads enforcement, content policy operations, or something closely related, with a clear track record of owning decisions, not just advising on them.
Proficient with AI and AI-powered tools as part of your day-to-day. You don't need to be an engineer, but you know how to use AI to move faster, work smarter, and scale operations that would otherwise require more people.
Real experience building an enforcement operation, not just working inside one. You've written the SOPs, established the SLAs, and translated content policies into actionable labels and systems in environments where those things didn't exist before you arrived.
Genuine familiarity with how digital advertising works. You understand what makes ads enforcement different from general content moderation, and you've navigated the tension between business needs and brand safety before.
A track record of building cross-functional relationships without formal authority. You've earned trust across Sales, Policy, Legal, and Product in places where those partnerships weren't handed to you.
Strong analytical instincts. You're comfortable setting performance metrics, digging into data when something looks off, and using what you find to make better decisions.
Good judgement on hard calls. You can work through borderline content questions with confidence, and you have a reliable sense for when something genuinely needs to go up the chain versus when it's yours to own.

Responsibilities

Building Discord's Ads Policy Operations function — standing up end-to-end enforcement workflows, decision trees, escalation paths, intake processes, SLA standards, SOPs, and scaled review plans for reviewing ad content across Discord's new monetization surfaces: Quests and Shop.
Owning enforcement decisions by applying Discord's Ads Policy and Revenue Partnerships Policy consistently across a varied queue of escalations. This role will be the primary point of contact for incoming escalations and will own all standard creative reviews and edge-case decisions for existing policies. When policy gaps or grey areas arise, Commercial Policy will be your primary partner in resolving these decisions.
Being the operational partner that DBO and Sales didn't know they needed by building integral working relationships across the company, and translating policy into clear decisions that account managers and account executives can act on quickly.
Building the metrics that tell the story of this function by defining what good looks like across SLA performance, coverage, quality, and escalation rates, and making sure that data integrates cleanly into T&S's broader reporting.
Setting quality standards and keeping them honest by establishing QA processes for enforcement decisions, digging into root causes when consistency slips, and creating feedback loops that actually improve things over time rather than just measure them.
Driving cross-functional work that doesn't have a clear owner yet, from age-gating implementation for mature media to FinServ licensing checks and verification for financial service reviews to brand safety frameworks for collectibles.
Laying the foundation for scale by documenting what you learn, flagging what's missing in tooling and process, and building infrastructure that grows alongside the business.

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