Senior Product Support Leader - Operations & Strategy

Showcify, Inc.; San Mateo, Northern (CA, KY); Hybrid; USD 174,000 - 207,000; Full time

Job summary

Roblox in San Mateo, CA is seeking a Senior Product Support Manager to own the end-to-end support experience for key product areas. You will bridge operations and product, driving cross-functional improvements in agent tooling, training, and knowledge workflows.

You will collaborate with Product, Engineering, Marketing, and Finance to deliver scalable processes and measurable outcomes, influencing the product roadmap with customer insights and ensuring timely delivery of initiatives.

Qualifications

• 5+ years of experience in operations management or product support, focusing on creator and user experiences.
• 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 and ability to work with cross-functional teams, including product, engineering, and BPO workforces.

Responsibilities

• Build and optimize business processes for user segmentation and high-value product areas.
• Use metrics to set strategy and goals for process improvements and scalable workflows.
• Provide customer insights to inform the Product roadmap and development.
• Create knowledge bases and guidance for support methodologies and audiences.
• Lead large, multi-quarter projects delivering technology, training, and workflows to improve top-line metrics.
• Develop Product Support launch management and Go-To-Market documentation for CS operations.

Skills

Versatile

Analytical

User Oriented

Team Oriented

Collaboration

Education

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

Job description

Roblox in San Mateo, CA is seeking a Senior Product Support Manager to own the end-to-end support experience for key product areas. You will bridge operations and product, driving cross-functional improvements in agent tooling, training, and knowledge workflows.

You will collaborate with Product, Engineering, Marketing, and Finance to deliver scalable processes and measurable outcomes, influencing the product roadmap with customer insights and ensuring timely delivery of initiatives.