Senior Product Support Manager, Support Operations

Every day tens of millions of people come to Roblox to explore create play learn and connect with friends in 3D immersive digital experiences all created by our global community of developers and creators.

At Roblox were building the tools and platform that empower our community to bring any experience that they can imagine to life. Our vision is to reimagine the way people come together from anywhere in the world and on any device. Were on a mission to connect a billion people with optimism and civility and looking for amazing talent to help us get there.

A career at Roblox means youll be working to shape the future of human interaction solving unique technical challenges at scale and helping to create safer more civil shared experiences for everyone.

Were building the future of entertainment and our Support Operations team plays a crucial role in ensuring a positive experience for our growing community. Support Operations is chartered with enabling Robloxs customer service operations teams through change management subject matter expertise and by transforming the customer experience through strategy and execution. Product Support Managers power that mission owning the end to end service delivery experience for the product and feature teams they support. Were looking for an experienced Senior Product Support Manager to join our Support Operations team focused on delivering exceptional agent and user experiences across some of our most important segments of users.

You will report to the Director of Support Operations and work across teams at Roblox to make a step-change in the support experience. You will become a subject matter expert on specific Robloxs product strategies creating and innovating high-quality support experiences through chatbot and agent support channels. This role is highly cross-functional bridging the gap between operations and product.

Through data-driven insights you will develop recommendations for process improvements product enhancements agent tooling and automation improvements that enable a more frictionless consistent customer experience. You will act as the voice of the customer to the Product team influencing their product roadmap by providing insights gained from our global customer interactions. You will also work with Engineering to ensure that identified gaps are addressed and resolved in a timely manner. Lastly as you create recommendations you will operationalize these recommendations through strong program management in partnership with Operations Product Marketing Finance and others.

You Will:

• Build high-performing business processes and procedures for supporting user segmentation models and for our highest value and creator based product areas.
• Use metrics to set the strategy and goals for improving and building our business processes and optimal workflows that can build to scale while simultaneously driving improvements in customer and product satisfaction
• Provide insights and feedback from customer interactions that can be leveraged to assist Product management in building their product roadmap
• Build and document knowledge guidance and processes for support methodologies including documentation around internal and external audiences and macro development.
• Drive scope and execute large multi-quarter projects to provide our customers and support agents with technology training and knowledge/workflows solutions that improve top-line metrics (e.g. Correct Outcome Rates Contact Rate Average handle time recontact rate and more etc)
• Build Product Support launch management and Go-To-Market documentation for CS Operations teams to ensure readiness in support functions.

You Have:

• 5 years of experience in operations management or product support with a focus on creator and user experiences
• 5 years of experience developing processes to improve operational efficiency
• 5 years of experience using data to lead decision-making
• Strong program management skills with experience leading projects at scale
• Strong collaboration skills with the ability to work with cross-functional teams specifically product engineering and BPO workforces
• Bachelors degree in business operations or a related field

You Are:

• Versatile: You are comfortable with several languages and technologies already and take a creative and strategic approach to solving hard problems.
• Analytical: Excited to investigate large ambiguous problems and measure the problems and the solutions.
• User Oriented: You always start with the needs of the user whether they are Roblox users or internal engineers before architecting a solution.
• Team-oriented: You lift up your peers and find ways to make the team stronger.