Senior Product Support Manager, Support Operations

The role

You will own the end to end service delivery experience for product and feature teams. You will develop recommendations for process improvements, product enhancements, agent tooling and automation through data-driven insights.

What you will do

• Build high-performing business processes and procedures for supporting user segmentation models and creator based product areas.
• Use metrics to set strategy and goals for improving business processes and workflows.
• Provide insights and feedback from customer interactions to assist Product management with product roadmaps.
• Build and document knowledge guidance and processes for support methodologies.
• Drive scope and execute large, multi-quarter projects to improve top-line metrics.
• Build Product Support launch management and Go-To-Market documentation for CS Operations teams.

Required qualifications

• 5+ years of experience in operations management or product support, with a 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, with the ability to work with cross-functional teams, specifically product, engineering, and BPO workforces
• Bachelor's degree in business, operations, or a related field

Benefits

• Equity compensation
• Benefits as described on this page

Before you apply

• Company may not be able to employ candidates who have United States work authorization related to certain U.S. visa categories, or support future H-1B sponsorship at this time.

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 aims to connect a billion people with optimism and civility.