Manager, Product Support Incident Management

The role

You will manage a team of Specialists responsible for incident response and technical escalations. You will coordinate across multiple teams to minimize impact on customers and business operations through incident management and process improvement.

What you will do

• Manage a high-performing team of Specialists responsible for incident response and technical escalations
• Oversee the end-to-end incident management lifecycle
• Coordinate incident response activities and set up a virtual command center
• Provide regular updates and reports to upper management on the status of operations
• Collaborate with Knowledge Management, Training and Quality Assurance teams
• Align with product support on goals and objectives for launch readiness

Required qualifications

• 10+ years of experience in technical support or operations
• at least 2+ years in a people management role
• Demonstrated success in reducing operating costs and improving Automation Rate/ Contact Rate/CSAT/Quality scores
• Deep familiarity with the architecture of CRM tools (Zendesk), Jira, and automated ticketing workflows

Nice to have

• preferably within a high-growth tech environment
• Proficiency in SQL or Python to audit team dashboards and validate data-driven decisions

About the company

Roblox is building tools and a platform that empower a global community of developers and creators to bring immersive digital experiences to life. The company's mission is to connect a billion people with optimism and civility.