Roblox · 4 hours ago
BPO Vendor Compliance Partner - Customer Support
San Mateo, CA
Full-time
Hybrid
Senior Level
$144K/yr - $173K/yr
5+ years expRoblox is a platform that empowers a global community of developers and creators to build immersive digital experiences. They are seeking a detail-oriented BPO Vendor Compliance Partner to ensure the integrity and security of outsourced Customer Support operations by establishing a compliance governance framework and monitoring vendor performance.
3D TechnologyGamingMetaverseOnline GamesSoftwareVideo Games
Responsibilities
Conduct Regular Compliance Audits: Lead scheduled and ad-hoc audits of BPO vendor operations, specifically within the Customer Experience (CX) vertical, to assess compliance with contracts, operational procedures, and mandated controls regarding user data handling
Performance Monitoring and Reporting: Review, validate, and approve vendor-submitted compliance reports and evidentiary documentation. Maintain comprehensive, auditable records to support internal reviews and external regulatory inquiries
SLA and Quality Assurance: Collaborate closely with Vendor Managers to monitor the effectiveness of first-level quality audits performed by BPO partners, ensuring high-quality standards and training efficacy for sensitive agent actions, account recovery flows, and billing inquiries
Issue Remediation & Enforcement: Identify, document, and meticulously track all compliance gaps, control deficiencies, or contractual breaches. Define and oversee the execution of comprehensive Corrective Action Plans (CAPs) with vendors to ensure timely and effective resolution
Regulatory Alignment: Partner with the Information Security (Infosec) and Legal teams to track evolving global regulatory landscapes (e.g., GDPR, CCPA, industry-specific rules) regarding PII and payment data protection. Coordinate the necessary updates to BPO vendor controls and policies to maintain continuous adherence
Adversarial Activity: Design, execute, and analyze results from adversarial activities, including BPO-specific phishing campaigns and social engineering tests, to proactively test the effectiveness of system controls, processes, and workforce resilience against account takeover attempts
Risk Framework Implementation: Drive the implementation of tools and infrastructure to automate compliance monitoring, risk scoring, and evidence collection across the BPO environment, enhancing efficiency and scalability
Enforcement Actions: Initiate and manage the formal process for issuing monetary consequences, fines, or other penalties against BPO vendors resulting from confirmed cybersecurity incidents, data leaks, or severe contractual violations
Business Continuity Planning (BCP): Develop and maintain a holistic Business Continuity and Disaster Recovery (BC/DR) plan for the entire BPO network. Ensure vendors possess and demonstrate sufficient individual operational resilience capabilities, and that the consolidated plan addresses loss scenarios for any given partner
Cross-Functional Alignment: Collaborate with Legal, Risk Management, and Procurement teams during vendor selection and contract renewal processes to define, embed, and standardize compliance, security, and risk standards into all new and existing BPO contracts
Process Documentation: Become intimately familiar with the end-to-end workflow processes and documentation within the designated vertical (Customer Support) to provide expert guidance on control placement and policy effectiveness
Qualification
Required
5+ years of experience in compliance, auditing, or vendor management within a BPO environment
Experience managing compliance for high-volume Customer Support or Call Center operations
Working knowledge of key regulatory frameworks, including data privacy and PII handling standards
Proven ability to execute objective audits and develop effective, measurable action plans
Excellent organizational skills and attention to detail necessary for comprehensive record-keeping
Strong communication skills for coordinating effectively with both internal teams and external vendor partners
Benefits
Equity compensation
Benefits as described on this page
Company
Roblox
Roblox is an online gaming and entertainment platform that offers a shared digital experience that brings people together through play.
1001-5000 employees
H1B Sponsorship
Roblox has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (240)
2024 (111)
2023 (139)
2022 (153)
2021 (91)
2020 (92)
Funding
Current Stage
Public CompanyTotal Funding
$874.45MKey Investors
Andreessen HorowitzAltos Ventures
2024-10-01Post Ipo Equity
2022-04-12Series Unknown· $17.71M
2021-08-11Series Unknown
Leadership Team
David Baszucki
CEO & Founder
Michael Guthrie
CFO
Recent News
2026-01-16
PCMag.com - Technology Product Reviews, News, Prices & Tips
2026-01-16
Yahoo Finance
2026-01-16
Company data provided by crunchbase