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Roblox is seeking a Manager of Product Support Incident Management to lead the Trust and Safety Operations team in Gurugram. You will manage a high-performing team of specialists responsible for incident response and technical escalations, overseeing the end-to-end incident management lifecycle within support operations.
Key responsibilities include:
- Leading and mentoring a team of Specialists focused on incident response and technical escalations, providing coaching, development, and performance management
- Overseeing incident management strategy, coordinating incident response activities, gathering response teams, and setting up virtual command centers for communication and collaboration
- Managing the team that handles technical escalations, supports product reliability, and drives process improvement and design
- Serving as the final point of escalation for complex issues and participating in on-call support for incident management
- Coordinating across multiple teams to ensure rapid response to minimize customer and business impact
- Identifying trends, enhancing support processes, improving agent efficiency, and reducing operational costs while maintaining high reliability and service quality
- Collaborating with Knowledge Management, Training, and Quality Assurance teams to ensure process adherence and implement quality control measures
- Acting as a strategic partner to product support, aligning on goals for launch readiness and building escalation and issue management principles into readiness initiatives
- Providing regular updates and reports to upper management on operational status, performance metrics, and issues encountered
The role requires participation in shift rotation to maintain 24/7 operations, including on-call duties and weekend coverage. Office-based roles are onsite Tuesday, Wednesday, and Thursday, with optional presence on Monday and Friday.
Requirements:
- 10+ years of experience in technical support or operations
- At least 2+ years in a people management role, preferably within a high-growth tech environment
- Strong ability to translate complex data sets into actionable business strategies
- Proficiency in SQL or Python to audit team dashboards and validate data-driven decisions (highly preferred)
- Demonstrated success in reducing operating costs and improving Automation Rate, Contact Rate, CSAT, and Quality scores
- Deep familiarity with CRM tools (Zendesk), Jira, and automated ticketing workflows
- Innovative mindset with ability to proactively identify emerging risks and execute creative solutions
- Strategic leadership capability to solve for root cause and prevent future friction at scale
- Growth-oriented with investment in team success and fostering inclusive learning environments
- Excellent communication skills to distill technical incidents into concise summaries for non-technical stakeholders and executives
- Data-driven approach to identifying trends, measuring results, and driving decision-making
