Head of Product Support Operations

Game Companies; San Mateo (CA); On-site; USD 174,000 - 207,000; Full time

Benefits offered by this job

Equity compensation

Job summary

Roblox is seeking a Manager to lead a team of Product Support Managers within Support Operations. You will guide the end-to-end service delivery for Roblox products, shaping agent and user experiences across channels.

You will leverage data to drive improvements, partner with Product, Engineering, Marketing, and Finance, and ensure readiness for releases. This role is based at Roblox headquarters in San Mateo, CA with equity and benefits.

Qualifications

• Experience leading and mentoring teams in a fast-paced tech environment.
• Strong data-driven decision making and metrics discipline.
• Proven ability to drive cross-functional programs.
• Experience with product support or customer operations is a plus.

Responsibilities

• Lead and develop a team of Product Support Managers.
• Own top-line metrics like Contact Rate and Time to Resolution.
• Translate user insights into product roadmaps.
• Drive multi-quarter cross-functional programs.
• Collaborate with global teams including India Ops and BPO.
• Ensure launch readiness and go-to-market docs.
• Build and maintain knowledge bases and processes.

Skills

Leadership

Data analysis

Cross-functional collaboration

Program management

Customer focus

Education

Bachelor's degree in business/operations, or related field

Job description

Roblox is seeking a Manager to lead a team of Product Support Managers within Support Operations. You will guide the end-to-end service delivery for Roblox products, shaping agent and user experiences across channels.

You will leverage data to drive improvements, partner with Product, Engineering, Marketing, and Finance, and ensure readiness for releases. This role is based at Roblox headquarters in San Mateo, CA with equity and benefits.