Manager, Product Support Operations

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 Manager to lead a team of Senior Product Support Manager to join our Support Operations team, focused on delivering exceptional agent and user experiences across all channels of support.

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 lead a team of subject matter experts focused on specific Roblox’s product strategies, enabling them to create and innovate 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 drive programs around weekly business reviews, voice of the customer to ensure we are continuously making recommendations for process improvements, product enhancements, agent tooling and automation that enable a more frictionless, consistent customer experience. You will partner with product leaders, influencing their roadmaps 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.

You Will

• Lead and develop a team of Product Support Managers. Mentor, coach, and grow your team. Set clear goals, give regular feedback, and build a culture of ownership, analytical rigor, and user focus.
• Drive outcomes through metrics. Own top-line metrics such as Contact Rate, Average Handle Time, Time to Resolution and Recontact Rate. Use data to prioritize investments and hold your team and partners accountable.
• Be the voice of the customer. Translate customer interaction insights into recommendations that shape the product roadmap, and partner with Engineering to get gaps resolved quickly.
• Deliver multi-quarter programs. Scope and run large, cross-functional initiatives in technology, training, knowledge, and workflow solutions with Operations, Product, Marketing, Finance, and others.
• Partner with our India Operations team. Building swimlanes of the supporting work needed to enable the success of our Product Support Managers, including Escalations, knowledge base documentation and agent feedback loops.
• Partner with BPO and workforce teams. Make sure agent needs are met, quality is consistent, and changes land smoothly across the agent population.
• Ensure launch readiness. Own Product Support launch management and go-to-market documentation so CS Operations teams are ready for every release.
• Build the knowledge foundation. Set standards for knowledge, macros, and process documentation for internal and external audiences.

You Have

• 6+ years of experience in operations management or product support, with a focus on creator and user experiences
• 2+ years of experience managing and developing people
• Experience developing processes that improve operational efficiency at scale
• Strong data skills, with experience using metrics to lead decision-making
• Strong program management skills and experience leading projects at scale
• Strong collaboration skills, with the ability to work with cross-functional teams, specifically Product, Engineering, international and BPO workforces
• Bachelor’s degree in business, operations, or a related field, or equivalent experience

You Are

• Versatile: Comfortable across technologies and approaches, and creative and strategic with hard problems.
• Analytical: Energized by large, ambiguous problems, and disciplined about measuring both problems and solutions.
• User-oriented: You start with the needs of the user, whether a Roblox player, creator, agent, or internal engineer.
• Team-oriented: You lift up your team and peers and leave the organization stronger.