Senior Product Support Manager, Support Operations

San Mateo, CAfull timeOn Site

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senior

$174k–$207k

H1B: no

Roblox Senior Product Support Manager at Roblox responsible for delivering exceptional agent and user experiences across key user segments. Own the end-to-end service delivery experience and drive process improvements through data-driven insights and cross-functional collaboration.

Responsibilities

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.

Qualification

Strong program management skillsStrong collaboration skillsBachelor's degree in businessVersatileAnalyticalUser OrientedTeam-orientedAnnual Salary Range

Required

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.
For roles that are based at our headquarters in San Mateo, CA: The starting base pay for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, location, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. All full-time employees are also eligible for equity compensation and for benefits as described on this page.
Annual Salary Range

Benefits

Vision
Equity/RSU

Company

Roblox

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Source: greenhouse

Active within the past hour

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Senior Product Support Manager, Support Operations at Roblox · LumiJobs