Roblox · 4 hours ago
Senior Product Support Manager, User and Creator Operations
San Mateo, CA, United States
Full-time
Hybrid
Senior Level
$174K/yr - $207K/yr
5+ years expRoblox is a platform where millions explore, create, and connect in immersive digital experiences. They are seeking a Senior Product Support Manager to enhance user experiences and streamline support operations through data-driven insights and cross-functional collaboration.
3D TechnologyGamingMetaverseOnline GamesSoftwareVideo Games
Responsibilities
Build high-performing business processes and procedures for supporting user segmentation models and for our highest value and creator based product areas
Use metrics to set the strategy and goals for improving and building our business processes and optimal workflows that can build to scale while simultaneously driving improvements in customer and product satisfaction
Provide insights and feedback from customer interactions that can be leveraged to assist Product management in building their product roadmap
Build and document knowledge guidance and processes for support methodologies, including documentation around internal and external audiences and macro development
Drive scope and execute large, multi-quarter projects to provide our customers and support agents with technology, training, and knowledge/workflows solutions that improve top-line metrics (e.g. Correct Outcome Rates, Contact Rate, Average handle time, recontact rate and more, etc)
Build Product Support launch management and Go-To-Market documentation for CS Operations teams to ensure readiness in support functions
Qualification
Required
5+ years of experience in operations management or product support, with a focus on content safety moderation workflows
5+ years of experience developing processes to improve operational efficiency
5+ years of experience using data to lead decision-making
Strong program management skills, with experience leading projects at scale
Strong collaboration skills, with the ability to work with cross-functional teams, specifically product, engineering, and BPO workforces
Bachelor's degree in business, operations, or a related field or equivalent experience
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
GamesIndustry.biz Latest Articles Feed
2026-01-24
Company data provided by crunchbase