Manager, Support Escalations
About this role
Every day, tens of millions of people come to Roblox to explore, create, play, learn, and connect with friends in 3D immersive digital experiences– all created by our global community of developers and creators.
At Roblox, we’re building the tools and platform that empower our community to bring any experience that they can imagine to life. Our vision is to reimagine the way people come together, from anywhere in the world, and on any device. We’re on a mission to connect a billion people with optimism and civility, and looking for amazing talent to help us get there.
A career at Roblox means you’ll be working to shape the future of human interaction, solving unique technical challenges at scale, and helping to create safer, more civil shared experiences for everyone.
As the Manager of Support Escalations, you will build on a world-class internal escalations team. Leveraging existing vendor expertise and internal systems, you’ll be setting the tone and voice for how we engage with our internal customers. From building policies and procedures for sensitive escalations, to establishing routines on data collection and insights sharing, this role will be pivotal to our growing support ecosystem. We’re not talking about your everyday account issues. You’ll be working with product, legal, developer relations and legal to support the highest profile cases that come through. Our community of internal stakeholders continuously advocate for our customers, and this team is a center point of that.
You will report to the Trust and Safety Operations Manager.
You Will:
- Build upon and drive a world-class internal escalations and insights program, evolving our escalation systems and engagement methods.
- Transition the program from transactional response to proactive prevention by identifying root causes of support and economy errors and partnering with cross-functional teams to implement systemic fixes.
- Transform raw escalation data into actionable insights, providing leadership with visibility into emerging trends and the effectiveness of our current policies.
- Partner with Product Support Managers to brainstorm and implement new policies and procedures across support operations derived from internal escalation insights.
- Ensure industry-leading response times and high-quality resolutions for complex escalations maintaining strict SLAs while upholding the highest standards of accuracy and empathy.
- This role requires collaboration with team members based in California, USA.
- This role requires on-call work and weekends on a rotational basis.
You Have:
- Bachelor's degree or equivalent experience in business, operations, or a related field
- 8 years of experience in an operations leadership role focused on executive, legal, financial or high impact internal escalations.
- 2-4 years experience managing people to include coaching and development.
- Strong program management skills, with experience leading projects at scale
- Experience developing processes to improve operational efficiency
- Experience using data to lead decision-making
- Strong collaboration skills, with the ability to work with cross-functional teams, specifically product, engineering, and BPO workforces
You Are:
- Innovative: You proactively identify emerging risks and execute on out of the box ideas to achieve goals.
- Analytical: Excited to investigate large, ambiguous problems and measure the problems and the solutions.
- Proactive Problem Solver: You anticipate potential problems and take proactive and decisive action to solve them.
- Team-oriented: You lift up your peers and find ways to make the team stronger.
Roles that are based in an office are onsite Tuesday, Wednesday, and Thursday, with optional presence on Monday and Friday (unless otherwise noted).
Roblox provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Roblox also provides reasonable accommodations to candidates with qualifying disabilities or religious beliefs during the recruiting process.
For US based roles only, please note the Company may not be able to employ candidates for this role who have United States work authorization related to certain U.S. visa categories, or support future H-1B sponsorship at this time.
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