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Salary: USD 280,540 - 330,950 / annual
Roblox is seeking a Senior Product Manager to own the end-to-end product strategy for the Conversational Platform, which powers AI-driven support experiences across Roblox for players, parents, and creators.
In this role, you will define and own product strategy for support experiences across web, mobile, and in-experience surfaces. You will build the conversational intelligence layer that automates customer support, including LLM-powered agents, intent understanding, knowledge retrieval, and secure integrations enabling agents to take action on users' behalf (account recovery, purchase issues, refunds). A key responsibility is platformizing this technology by designing reusable components—agent orchestration, knowledge management, tool and action frameworks, evaluation tooling, and human handoff—so other teams across Roblox can build conversational experiences on top of it.
You will extend the platform to the creator community, giving developers tools to support their own player base with bug reports, feature requests, and refunds. You'll also bring the platform to creator support, resolving Creator Platform issues for developers building on Roblox. You will set quality bars and success metrics (automated resolution rate, accuracy, CSAT, time to resolution, cost per contact) and build evaluation and experimentation practices to improve them. This role requires deep partnership with Engineering, ML, Design, Data Science, Customer Support Operations, Trust & Safety, Legal, and Creator teams to deliver reliable, safe, and helpful support experiences. You will represent the Conversational Platform in senior forums, driving alignment on strategy, tradeoffs, and platform adoption through clear narratives and data-driven reviews.
Roblox operates on a mission to connect a billion people with optimism and civility, building tools and platforms that empower a global community of developers and creators to bring immersive digital experiences to life.
REQUIREMENTS:
- 5–8+ years of product management experience, with significant time on conversational AI, customer support/CX technology, or AI/ML platform products
- Hands-on experience shipping LLM-powered products in production (AI agents, chatbots, retrieval-augmented generation, classification systems), including model quality evaluation and improvement
- Proven track record building platforms: reusable APIs, services, or components adopted by multiple internal or external teams
- Strong technical depth and experience partnering with ML and infrastructure engineers on system architecture, model tradeoffs (quality, latency, cost), and backend integrations
- Familiarity with customer support operations and tooling (ticketing, case management, agent workflows, knowledge bases, and associated metrics)
- Experience operating at senior scope: setting strategy for major product areas, leading cross-org initiatives, influencing senior stakeholders
- Expert written and verbal communication skills; ability to build clear narratives, drive alignment, and make data-informed decisions
- Bonus: experience building for developer/creator ecosystems or products used by younger audiences
