Manager, Product Support Operations
Core
Lead a team of Product Support Managers to enable Roblox's customer service operations, driving process improvements, product enhancements, and automation to ensure exceptional agent and user experiences across all support channels.
Role type
Senior Manager, Product Support Operations
Builds
End-to-end service delivery experience for product and feature teams, including chatbot and agent support channels.
Domain
Gaming / Social Platform / Customer Support Operations
Required skills
Operations management, People management, Process improvement, Data analytics, Program management, Cross-functional collaboration
Preferred skills
Experience with creator and user experiences, Experience with BPO and workforce management
Technologies
Chatbot platforms, Agent support tools, Data analytics tools
Responsibilities
Lead and develop a team of Product Support Managers; Drive outcomes through metrics like Contact Rate and Average Handle Time; Partner with Product and Engineering to shape roadmaps based on customer insights; Deliver multi-quarter cross-functional programs; Partner with India Operations and BPO teams; Ensure launch readiness for new products; Build knowledge foundations and process documentation.
Seniority
Senior, hands-on IC with team leadership