SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 174,100 - 207,480 / annual
Roblox is seeking a Senior Product Support Manager to join the Support Operations team, reporting to the Director of Support Operations. This role is central to enabling Roblox's customer service operations, bridging product strategy with operational excellence across the platform's most important user segments.
You will own the end-to-end service delivery experience for specific product and feature teams, becoming a subject matter expert on Roblox's product strategies and customer needs. Working across cross-functional teams (Product, Engineering, Operations, Marketing, Finance), you will drive data-informed improvements to support processes, agent tooling, automation, and customer experience across both chatbot and agent-supported channels.
Key responsibilities include:
- Building high-performing business processes and procedures for user segmentation models and high-value creator-based product areas
- Using metrics to set strategy and goals for scalable workflows that improve customer and product satisfaction
- Providing customer insights to Product Management to influence their roadmap
- Building and documenting knowledge guidance and support methodologies for internal and external audiences
- Driving large, multi-quarter projects to deliver technology, training, and workflow solutions that improve key metrics (Correct Outcome Rates, Contact Rate, Average Handle Time, Recontact Rate, etc.)
- Creating Product Support launch management and Go-To-Market documentation for CS Operations readiness
- Acting as the voice of the customer to Product and Engineering teams, identifying gaps and ensuring timely resolution
You will work in a hybrid model (onsite Tuesday, Wednesday, Thursday; optional Monday/Friday) at Roblox's San Mateo headquarters.
REQUIREMENTS:
- 5+ years of experience in operations management or product support, with 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 working with cross-functional teams, specifically product, engineering, and BPO workforces
- Bachelor's degree in business, operations, or related field
- Versatile, analytical, user-oriented, and team-oriented mindset
- Comfortable with multiple languages and technologies; creative and strategic problem-solver
