Manager, Product Support Operations
About The Position
Roblox is seeking an experienced Manager to lead a team of Senior Product Support Managers within Support Operations. The team enables customer service operations and owns end-to-end service delivery for supported products and features, with a focus on improving agent and user experiences across support channels, including chatbots and agent support. Reporting to the Director of Support Operations, this highly cross-functional role bridges Operations and Product. The manager will use customer interaction insights and operational data to influence product roadmaps, identify and resolve support gaps with Engineering, and run programs that improve processes, tools, automation, and the customer experience. The role also partners with Operations, Product, Marketing, Finance, India Operations, BPO, and workforce teams to operationalize recommendations and support successful product launches.
Requirements
- 6+ years of experience in operations management or product support, focused 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 and experience using metrics to lead decision-making.
- Strong program management skills and experience leading projects at scale.
- Strong collaboration skills and ability to work with cross-functional teams, specifically Product, Engineering, international teams, and BPO workforces.
- Bachelor’s degree in business, operations, or a related field, or equivalent experience.
Responsibilities
- Lead, mentor, coach, and develop a team of Product Support Managers; set goals, provide regular feedback, and foster ownership, analytical rigor, and user focus.
- Own and drive top-line metrics, including Contact Rate, Average Handle Time, Time to Resolution, and Recontact Rate; use data to prioritize investments and hold the team and partners accountable.
- Represent the voice of the customer by translating customer interaction insights into product recommendations and partnering with Engineering to resolve identified gaps.
- Scope and deliver large, multi-quarter cross-functional programs involving technology, training, knowledge, and workflow solutions.
- Partner with India Operations to establish supporting workstreams, including escalations, knowledge base documentation, and agent feedback loops.
- Partner with BPO and workforce teams to meet agent needs, maintain consistent quality, and smoothly implement changes across the agent population.
- Own Product Support launch management and go-to-market documentation to ensure Customer Support Operations teams are ready for each release.
- Set standards for knowledge, macros, and process documentation for internal and external audiences.
Benefits
- Equity compensation for full-time employees.
- Employee benefits are referenced on the company benefits page.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
