Lead, Product Support Operations

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

Job summary

Roblox Corporation in San Mateo, CA is seeking an experienced Manager to lead a team of Product Support Managers, delivering exceptional agent and user experiences across channels. You will report to the Director of Support Operations and collaborate with product and engineering teams to improve the overall customer journey.

You will drive top-line metrics, translate customer insights into roadmap inputs, and scale multi-quarter initiatives across Operations, Product, Marketing, Finance, and

Qualifications

• Experience leading product support or operations teams at scale.
• Ability to build and implement process improvements across functions.
• Strong analytical skills and data-driven decision making.
• Proven collaboration with Product, Engineering, and international teams.

Responsibilities

• Lead and develop a team of Product Support Managers.
• Drive key metrics like contact rate and time to resolution.
• Translate customer insights into product roadmap input.
• Lead multi-quarter programs across teams (Operations, Product, Marketing, Finance).
• Partner with India Operations for support scalability.
• Collaborate with BPO and workforce teams to align agent needs.
• Ensure launch readiness and go-to-market documentation.
• Build and maintain knowledge bases and process docs.

Skills

6+ years experience in operations mgmt

2+ years managing people

Process improvement at scale

Strong data skills

Program management

Cross-functional collaboration

Education

Bachelor’s degree in business or operations

Job description

Roblox Corporation in San Mateo, CA is seeking an experienced Manager to lead a team of Product Support Managers, delivering exceptional agent and user experiences across channels. You will report to the Director of Support Operations and collaborate with product and engineering teams to improve the overall customer journey.

You will drive top-line metrics, translate customer insights into roadmap inputs, and scale multi-quarter initiatives across Operations, Product, Marketing, Finance, and