Senior Product Support Manager (Support Operations)

Location: San Mateo, California, United States; hybrid office attendance on Tuesday, Wednesday, and Thursday, with optional presence on Monday and Friday

Salary: $174,100–$207,480 USD annually

Company

Roblox builds a 3D immersive digital experiences platform that enables developers and creators to build, share, and connect with a global community.

What you will do

• Build scalable business processes and procedures for user segmentation and high-value and creator-focused product areas.
• Use metrics to define operational strategies, optimize workflows, and improve customer and product satisfaction.
• Provide customer insights to Product teams and influence product roadmap decisions.
• Develop support knowledge guidance, methodologies, documentation, and macros for internal and external audiences.
• Lead large, multi-quarter projects involving support technology, training, knowledge, workflows, and automation.
• Create product support launch management and go-to-market documentation to ensure operational readiness.

Requirements

• 5+ years of experience in operations management or product support, focused on creator and user experiences.
• 5+ years of experience developing processes to improve operational efficiency.
• 5+ years of experience using data to guide decision-making.
• Strong program management and large-scale project leadership skills.
• Strong collaboration skills across Product, Engineering, and BPO workforces.
• Bachelor’s degree in business, operations, or a related field.

Culture & Benefits

• Cross-functional work across Support Operations, Product, Engineering, Marketing, Finance, and other teams.
• Full-time employees are eligible for equity compensation and company benefits.
• Work focuses on improving safer, more civil, and consistent experiences for Roblox users and support agents.
• Equal employment opportunity and reasonable accommodations are provided during the recruiting process.