Manager, Support Escalations

TL;DR

Manager, Support Escalations: Building and managing a world-class internal escalations program for high-profile cases with an accent on policy development, data insights, and cross-functional partnerships. Focus on transitioning from reactive responses to proactive prevention, analyzing trends, and implementing systemic fixes.

Location: Onsite in California, USA (Tuesday, Wednesday, Thursday required; optional Monday/Friday). US work authorization required; no H-1B sponsorship. Collaboration with California-based team; on-call and weekends rotational.

Company

Roblox is the platform empowering a global community to create, play, and connect in 3D immersive digital experiences.

What you will do

• Drive the internal escalations and insights program, evolving systems and engagement methods.
• Identify root causes of support issues and partner cross-functionally for proactive fixes.
• Transform escalation data into actionable insights for leadership on trends and policy effectiveness.
• Collaborate with Product Support Managers to develop new policies and procedures.
• Maintain industry-leading response times and resolutions for complex escalations while meeting SLAs.

Requirements

• Bachelor's degree or equivalent in business, operations, or related field
• 8+ years in operations leadership focused on executive, legal, financial, or high-impact escalations
• 2-4 years managing people, including coaching and development
• Strong program management skills for large-scale projects
• Experience developing processes for operational efficiency and data-driven decision-making
• Strong collaboration with cross-functional teams (product, engineering, BPO)

Culture & Benefits

• Work in a mission-driven environment shaping the future of human interaction.
• Collaborative, innovative culture focused on solving technical challenges at scale.
• Team-oriented with emphasis on proactive problem-solving and peer support.
• Equal employment opportunities with reasonable accommodations for disabilities or religious beliefs.