Senior Product Support Manager

Who you are

• 5+ years of experience in operations management or product support, with a focus 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, with the ability to work with cross-functional teams, specifically product, engineering, and BPO workforces
• Bachelor's degree in business, operations, or a related field
• Versatile: You are comfortable with several languages and technologies already and take a creative and strategic approach to solving hard problems
• Analytical: Excited to investigate large, ambiguous problems, and measure the problems and the solutions
• User Oriented: You always start with the needs of the user, whether they are Roblox users or internal engineers before architecting a solution
• Team-oriented: You lift up your peers and find ways to make the team stronger

What the job involves

• We're building the future of entertainment, and our Support Operations team plays a crucial role in ensuring a positive experience for our growing community
• Support Operations is chartered with enabling Roblox’s customer service operations teams, through change management, subject matter expertise and by transforming the customer experience through strategy and execution
• Product Support Managers power that mission, owning the end to end service delivery experience for the product and feature teams they support
• We're looking for an experienced Senior Product Support Manager to join our Support Operations team, focused on delivering exceptional agent and user experiences across some of our most important segments of users
• You will report to the Director of Support Operations and work across teams at Roblox to make a step-change in the support experience
• You will become a subject matter expert on specific Roblox’s product strategies, creating and innovating high-quality support experiences 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 frictionless, 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 gaps are addressed and resolved in a timely manner
• Lastly, as you create recommendations, you will operationalize these recommendations through strong program management in partnership with Operations, Product, Marketing, Finance, and others
• Build high-performing business processes and procedures for supporting user segmentation models and for our highest value and creator based product areas
• 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
• Build and document knowledge guidance and processes for support methodologies, including documentation around internal and external audiences and macro development
• Drive scope and execute 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, Contact Rate, Average handle time, recontact rate and more, etc)
• Build Product Support launch management and Go-To-Market documentation for CS Operations teams to ensure readiness in support functions