Senior Product Support Lead — Cross-Functional Ops

Roblox Corporation; San Mateo (CA); On-site; USD 150,000 - 190,000; Full time

Job summary

Roblox is seeking a Senior Product Support Manager to join our Support Operations team, focusing on delivering exceptional agent and user experiences across key user segments. You will report to the Director of Support Operations and partner with Product, Engineering, and other teams to raise the bar on service delivery.

You will become a subject matter expert on Roblox product strategies, shaping support experiences through chatbot and agent channels, driving data-driven process improvements,

Qualifications

• 5+ years in operations management or product support.
• Versatile with multiple languages and technologies.
• 5+ years creating processes to improve efficiency.
• Team-oriented with cross-functional collaboration.
• Analytical and data-driven decision making.

Responsibilities

• Own end-to-end service delivery for product and feature teams.
• Collaborate with Product, Engineering, Marketing, and Finance.
• Provide customer insights to influence product roadmap.
• Develop knowledge guidance and support processes.
• Lead large multi-quarter projects to improve metrics.

Skills

Data-driven

Cross-functional

Program management

Analytical

Education

Bachelor's degree

Job description

Roblox is seeking a Senior Product Support Manager to join our Support Operations team, focusing on delivering exceptional agent and user experiences across key user segments. You will report to the Director of Support Operations and partner with Product, Engineering, and other teams to raise the bar on service delivery.

You will become a subject matter expert on Roblox product strategies, shaping support experiences through chatbot and agent channels, driving data-driven process improvements,