Product Support Manager
About The Position
The Safety Operations team is focused (okay, maybe obsessed) on scaling Roblox's Moderation Operations and redefining our user experience through our multi-year vision and strategy execution. As the Product Support Manager, you will help drive new operational launches and improve the existing functionality of our safety product features within our moderation platform. These products are used by our global moderation team to keep our users safe. You will integrate with safety product and engineering partners to improve safety workflows and scale new safety features for some of the most exciting up and coming Roblox products. You will work with our moderation team to understand bugs, feature limitations, and feature requests to improve overall operations. You will report to the Senior Manager, Moderation Operations.
Requirements
- Bachelor's degree in business, operations, or a related field
- 5+ years of experience in operations management or product support, with a focus on content safety moderation workflows
- Strong program management skills, with experience leading projects at scale
- Experience developing processes to improve operational efficiency
- SQL proficiency for conducting business or operational analysis
- Experience using data to lead decision-making
- Strong collaboration skills, with the ability to work with cross-functional teams, specifically product, engineering, and BPO workforces
Responsibilities
- Launch, manage, and improve the workflows for our content safety moderation product to ensure timely and effective moderation of user-generated content
- Work with cross-functional teams to identify areas for improvement in our content safety moderation processes, and collaborate to implement solutions that enhance the safety of our users
- Ensure that our team is meeting performance metrics and delivering an exceptional experience to our customers
- Partner with product and engineering teams to ensure that content safety moderation features are being developed and implemented
- Analyze data and provide insights to inform decision-making related to content safety moderation on our platform
- Stay up-to-date with industry trends and best practices related to content safety moderation, and apply this knowledge to continuously improve our operations
- This role may require on-call work at weekends on a rotational basis
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Industry
Administrative and Support Services
Number of Employees
1,001-5,000 employees
