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Senior Product Support Manager, Support Operations

Roblox

San Mateo, CA, United States

$174,100 - $207,480 a year

On-siteOperationsSenior

Source checked 10 hours ago.

Posted 16 hours ago.

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Every day, tens of millions of people come to Roblox to explore, create, play, learn, and connect with friends in 3D immersive digital experiences– all created by our global community of developers and creators.
At Roblox, we're building the tools and platform that empower our community to bring any experience that they can imagine to life.
Our vision is to reimagine the way people come together, from anywhere in the world, and on any device.
We're on a mission to connect a billion people with optimism and civility, and looking for amazing talent to help us get there.
A career at Roblox means you'll be working to shape the future of human interaction, solving unique technical challenges at scale, and helping to create safer, more civil shared experiences for everyone.
We're building the future of entertainment, and our Support Operations team plays a crucial role in ensuring a positive experience for our growing community.
Support Operations is chartered with enabling Roblox's customer service operations teams, through change management, subject matter expertise and by transforming the customer experience through strategy and execution.
Product Support Managers power that mission, owning the end to end service delivery experience for the product and feature teams they support.
We're looking for an experienced Senior Product Support Manager to join our Support Operations team, focused on delivering exceptional agent and user experiences across some of our most important segments of users.
You will report to the Director of Support Operations and work across teams at Roblox to make a step-change in the support experience.
You will become a subject matter expert on specific Roblox's product strategies, creating and innovating high-quality support experiences through chatbot and agent support channels.
This role is highly cross-functional, bridging the gap between operations and product.
Through data-driven insights, you will develop recommendations for process improvements, product enhancements, agent tooling and automation improvements that enable a more frictionless, consistent customer experience.
You will act as the voice of the customer to the Product team, influencing their product roadmap by providing insights gained from our global customer interactions.
You will also work with Engineering to ensure that identified gaps are addressed and resolved in a timely manner.
Lastly, as you create recommendations, you will operationalize these recommendations through strong program management in partnership with Operations, Product, Marketing, Finance, and others.

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