Product Support Operations Lead

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

Job summary

Roblox is seeking a Product Support Manager to lead a team of senior product support professionals. You will drive data-informed decisions to improve the support experience across channels and partner with product and engineering to close gaps quickly.

The role requires heavy cross-functional collaboration with Operations, Product, Marketing, Finance, and international teams. You will own launch readiness, build knowledge standards, and help scale support programs for a global community of

Qualifications

• 6+ years of experience in operations management or product support with a focus on creator and user experiences.
• 2+ years of experience managing and developing people.
• Experience developing processes that improve operational efficiency at scale.
• Strong data skills, with experience using metrics to lead decision-making.
• Strong program management skills and experience leading projects at scale.
• Strong collaboration skills, with the ability to work with cross-functional teams, specifically Product, Engineering, international and BPO workforces.
• Bachelor’s degree in business, operations, or a related field, or equivalent experience.

Responsibilities

• Lead and develop a team of Product Support Managers. Mentor, coach, and grow your team. Set clear goals, give regular feedback, and build a culture of ownership, analytical rigor, and user focus.
• Drive outcomes through metrics. Own top-line metrics such as Contact Rate, Average Handle Time, Time to Resolution and Recontact Rate. Use data to prioritize investments and hold your team and partners accountable.
• Be the voice of the customer. Translate customer interaction insights into recommendations that shape the product roadmap, and partner with Engineering to get gaps resolved quickly.
• Deliver multi-quarter programs. Scope and run large, cross-functional initiatives in technology, training, knowledge, and workflow solutions with Operations, Product, Marketing, Finance, and others.
• Partner with our India Operations team. Building swimlanes of the supporting work needed to enable the success of our Product Support Managers, including Escalations, knowledge base documentation and agent feedback loops.
• Partner with BPO and workforce teams. Make sure agent needs are met, quality is consistent, and changes land smoothly across the agent population.
• Ensure launch readiness. Own Product Support launch management and go-to-market documentation so CS Operations teams are ready for every release.
• Build the knowledge foundation. Set standards for knowledge, macros, and process documentation for internal and external audiences.

Skills

Operations management

People management

Data-driven decision making

Cross-functional collaboration

Analytical thinking

User experience focus

Education

Bachelor’s degree in business/operations or equivalent

Job description

Roblox is seeking a Product Support Manager to lead a team of senior product support professionals. You will drive data-informed decisions to improve the support experience across channels and partner with product and engineering to close gaps quickly.

The role requires heavy cross-functional collaboration with Operations, Product, Marketing, Finance, and international teams. You will own launch readiness, build knowledge standards, and help scale support programs for a global community of