Senior Product Support Operations Manager

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

Job summary

Roblox Corporation is seeking a Senior Product Support Manager for our Support Operations team in San Mateo, CA. You will own end-to-end service delivery for product and feature teams, partnering with Product, Engineering, and Operations to improve the customer experience.

You will leverage data-driven insights to drive process improvements, tooling, and automation, shaping the product roadmap through the voice of the customer.

Qualifications

• 5+ years in operations management or product support.
• Proven ability to build scalable processes and workflows.
• Experience using data to drive decisions and improve KPIs.

Responsibilities

• Build processes for user segmentation and high-value product areas.
• Use metrics to set strategy and improve workflows at scale.
• Provide customer insights to inform product roadmaps.
• Create knowledge guides and processes for support methodologies.
• Drive large multi-quarter projects delivering tech, training, and workflows.
• Develop launch management and go-to-market docs for CS Ops readiness.

Skills

Operations management

Product support

Data-driven decisions

Program management

Cross-functional collaboration

Education

Bachelor's degree in business or operations

Job description

Roblox Corporation is seeking a Senior Product Support Manager for our Support Operations team in San Mateo, CA. You will own end-to-end service delivery for product and feature teams, partnering with Product, Engineering, and Operations to improve the customer experience.

You will leverage data-driven insights to drive process improvements, tooling, and automation, shaping the product roadmap through the voice of the customer.