The Trust and Safety Customer Service team is focused (ok, maybe obsessed) with scaling Roblox’s customer service operations and transforming the customer experience through multi-year vision and strategy execution. Product Support Leads power that mission, overseeing the end-to-end service delivery experience for the product they support.

Reporting to the Senior Director of Customer Service, we are hiring a Process and Tools Manager for our Customer Service organization to lead the launch of new programs for Roblox, with an emphasis on monetization and payments. This means you will become a subject matter expert for your product areas, creating and innovating high-quality support experiences for Roblox customers. You will be cross-functional, bridging the gap between operations and product.

Through data-driven insights, you will develop recommendations for process improvements, new process standards, product enhancements, and agent tooling improvements that ensure a more consistent customer experience. You will work with the Product team to influence 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 promptly. Lastly, as you create recommendations, you will operationalize these recommendations through project management in partnership with Operations, Product, Marketing, Finance, and others.

This role is located at our headquarters in San Mateo, California.

You will:

• Lead projects to improve operational efficiency through business process redesign and implementing leading edge customer support tools
• Use metrics to set the strategy and goals for improving and building our business processes and workflows that can build to scale while simultaneously driving improvements in customer and product satisfaction
• Engage as a liaison between Operations and Engineering to ensure tools and processes align with customer service infrastructure
• Collaborate with our Global Scale Operations to ensure our Customer service efforts are aligned with the broader Trust and Safety Operations organization
• Recommend advanced tools to ensure a better customer experience and/or operate at scale
• Engage with the Senior Director of Customer Service to develop a long-term vision and strategy
• Drive scoping and executing 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. CSAT, first reply time, contact rate, productivity, etc)
• Synthesize and drive alignment 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 stakeholders at all levels, including senior management to help guide strategic decisions for improvement and highlight your team’s work

You have:

• 7+ years of professional experience leading large-scale transformation customer-centric programs
• Experience in strategic project management and tactical execution
• Knowledge of leading edge technologies focused on customer service operations (ie. Chatbot, AI, CRM, ChatGPT, etc)
• Experience working with partner teams (e.g. customer support, engineering, product, risk, etc.) across multiple locations, domestic and international
• Experience navigating complex stakeholder relationships and can find innovative solutions that align with shared goals
• Strong critical thinking and data-analysis skills with experience navigating large datasets
• Experience explaining complex topics in an easy-to-consume way
• Experience excelling in a flexible work environment