Senior Product Support Manager, Support Operations
Core
Senior Product Support Manager driving end-to-end service delivery, process optimization, and product roadmap influence for Roblox's creator and high-value user segments.
Role type
Senior IC Product Support Manager
Builds
High-performing support processes, agent tooling, automation, and Go-To-Market documentation for CS Operations.
Domain
Gaming / Social Platform / Creator Economy
Deliverable
product features
Required skills
Operations management, Process improvement, Data-driven decision making, Program management, Cross-functional collaboration, Product roadmap influence
Preferred skills
Multi-language proficiency, Creative problem solving, Analytical thinking, User-centric design
Technologies
Chatbot platforms, Agent support channels, Data analytics tools
Responsibilities
Build business processes for user segmentation and creator product areas; Use metrics to set strategy for optimal workflows; Provide customer insights to Product management for roadmap building; Build knowledge guidance and support methodologies; Execute large multi-quarter projects for technology and training solutions; Manage Product Support launches and Go-To-Market documentation.
Seniority
Senior, hands-on IC