Product Support Manager, Roblox
$177.4-211.3k
+ Equity
More information about location
3-5 days a week in office ( San Mateo, CA)
Online gaming and entertainment platform
Job no longer available
Online gaming and entertainment platform
1001+ employees
Job no longer available
$177.4-211.3k
+ Equity
More information about location
3-5 days a week in office ( San Mateo, CA)
1001+ employees
Company mission
To connect a billion people with optimism and civility.
Role
Who you are
- 8+ years of professional experience in program management, product support, or product operations with an emphasis on customer service
- Ability to work autonomously and maintain good judgment in fast-paced environments
- Consistent track record of working with cross-functional teams (e.g. customer support, engineering, product, risk, etc.) across multiple locations, domestic and international
- Ability to manage multiple partners with varying priorities and drive creative solutions and commitment to a shared goal
- Strong critical thinking and data-analysis skills with experience navigating large data sets
- Excellent social skills and experience articulating sophisticated topics in an easy-to-consume way
What the job involves
- The Trust and Safety Product Support team is focused (ok, maybe obsessed) with enabling Roblox’s customer service operations teams, through organizational change, subject matter expertise and by redefining the customer experience through multi-year vision and strategy execution
- Product Support Managers power that mission, owning the end to end service delivery experience for the product they support
- We are hiring a Product Support Manager to lead the support experience for one of our core lines of business, spanning the areas of Ads, Accounts, Creator and more
- This means you will become a subject matter expert on specific Roblox’s product strategies, creating and innovating high-quality support experiences around them through chatbot and agent support channels. This role is highly cross-functional, bridging the gap between operations and product
- Through data-driven insights, you will develop recommendations for process improvements, product enhancements, agent tooling and automation improvements that enable a more streamlined, consistent customer experience
- You will act as the voice of the customer to the Product team, influencing their product roadmap by providing insights gained from our global customer interactions
- You will also work with Engineering to ensure that identified bugs are addressed and resolved in a timely manner
- Lastly, as you create recommendations, you will operationalize these recommendations through strong project management in partnership with Operations, Product, Marketing, Finance, and others
- Build impactful business processes and procedures for supporting various lines of business, such as Ads, Accounts, Creator and more
- Use metrics to set the strategy and goals for improving and building our business processes and optimal workflows that can build to scale while simultaneously driving improvements in customer and product satisfaction
- Provide insights and feedback from customer interactions that can be leveraged to assist Product management in building their product roadmap
- Partner with Engineering teams in ensuring prioritization of customer and agent intensified issues
- Build and document knowledge guidance and processes for support methodologies, including documentation around internal and external audiences and macro development
- Drive scoping and completing large, multi-quarter projects to provide our customers and support agents with technology, training, and knowledge/workflows solutions that improve top-line metrics (e.g. Correct Outcome Rates, CSAT, Contact Rate, Resolution Rate, etc)
- Build Product Support launch management and Go-To-Market documentation for CS Operations teams to ensure readiness in support functions
- Synthesize and build consensus by clearly communicating and presenting data oriented information. Ensure that other Roblox organizations and external BPO partners understand the methodologies and our metrics
- Regularly communicate associated outcomes and insights to various partners at all levels, including senior management to help guide strategic decisions for improvement and highlight your team’s work
Our take
Online gaming may be a well-established space, but Roblox has distinguished itself as a leader by empowering its community to build, share, and profit from their own creations, turning game development into an accessible, rewarding ecosystem for millions of users.
In addition to standard games, the platform offers virtual worlds and other experiences to explore and interact with. Its platform provides an online ecosystem for millions to create, socialize, chat, and explore immersive experiences with friends. In fact, in the US its used by two-thirds of children aged 9 to 12.
While the platform does face scrutiny over users safety (particularly given its young audience) the company's efforts to strengthen parental controls and open dialogue through initiatives like its new Parents Council signal a growing commitment to addressing these challenges. At the same time, its financial performance and creator-focused investments underscore a business in very strong health. With record payouts to developers, an expanding older player base, and a platform that increasingly rewards creative talent, Roblox's trajectory remains one of innovation and impressive growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
25% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Jan 2021
$520m
SERIES H
Feb 2020
$150m
SERIES G
Total funding: $922.8m
Company HQ
South San Mateo, San Mateo, CA
Leadership
David Baszucki
(Founder & CEO)Studied Electrical Engineering at Stanford before founding Knowledge Revolution in 1990, where they spent 9 years as CEO. They worked as VP of MSC.Software for 2 years, and started Roblox in 2005.
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