Manager of Product Support, Accounts and Platform

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, we’re 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. We’re 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 you’ll 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.

The Trust and Safety Customer Service team is focused (ok, maybe obsessed) with scaling Roblox's customer service operations and transforming the customer experience through multi-year vision and strategy execution. The Product Support team powers that mission, owning the end-to-end service delivery experience for the product they support.

We are hiring a Manager to lead the team responsible for Product Support for the Roblox accounts and platform. This means you will be the thought leader for reimagining and creating net-new customer support strategies for account ownership, account management, and tech support. To execute on these strategies, you will build and grow the team and their foundational processes. You will work with the Product team to influence their product roadmap by providing insights gained from our global customer interactions. You will also work with Engineering to ensure that identified bugs are addressed and resolved in a timely manner. Lastly, as you create recommendations, you will operationalize these recommendations through strong project management in partnership with Operations, Product, Marketing, Finance, and others.

This role is located at our headquarters in San Mateo, California and is also open to remote locations.

You Will:

• Build, coach, and lead a team focused on the Roblox account management and platform support
• Use metrics and industry best practices to set the team strategy and goals for improving and building our business processes and workflows; you build for scale while simultaneously driving improvements in customer and product satisfaction
• Design and iterate launch playbooks for scalable, repeatable product launches and iterative change management
• Be a strategic partner to Product, Eng, and Trust and Safety Operations teams by informing and influencing roadmaps via scaled experience insights
• Collaborate with Knowledge Base, Training, and Quality teams to ensure agent enablement strategies deliver the intended product support outcomes
• Drive scoping and executing 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. CSAT, first reply time, contact rate, productivity, etc)
• Build a scalable framework and playbook for incubating new products, functions, and processes for the Operations organization
• Synthesize and achieve consensus by clearly communicating and presenting data-oriented information; regularly communicate associated outcomes and insights to senior leadership to help guide strategic decisions for improvement and highlight your team's work
• Partner with our reporting team to ideate on ways to scale insights

You Have:

• 10+ years of professional experience in program management or strategy with an emphasis on contact center operations and product support
• 4+ years experience leading teams with a passion for coaching and development
• Demonstrated track record of working with cross-functional teams (e.g. customer support, engineering, product, risk, etc.) across multiple locations, domestic and international
• Experience navigating large data sets and data analysis
• Excellent communication skills with experience articulating complex topics in an easy-to-consume way

For roles that are based at our headquarters in San Mateo, CA: The starting base pay for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, location, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future.  All full-time employees are also eligible for equity compensation and for benefits.Annual Salary Range$174,830—$216,580 USD

You’ll Love: 

• Industry-leading compensation package
• Excelle