Product Operations • Lead

Who you are

You have a proven track record in managing product support operations, with a focus on incident management and technical escalations. Your experience includes leading teams to enhance product reliability and improve customer experiences. You possess strong analytical skills and are adept at process improvement, ensuring that your team responds effectively to high-impact incidents.

You thrive in collaborative environments, working closely with cross-functional teams to ensure rapid response to incidents. Your ability to communicate effectively with both technical and non-technical stakeholders is key to your success. You are passionate about creating safer and more civil shared experiences for users, aligning with Roblox's mission.

What you'll do

As the Manager of Product Support Incident Management, you will lead a team responsible for managing technical escalations and ensuring product reliability. You will coordinate with various teams to develop and implement processes that enhance incident response and resolution. Your role will involve analyzing incident data to identify trends and areas for improvement, ultimately driving a better customer experience.

You will be responsible for developing strategies to minimize the impact of incidents on users and business operations. This includes overseeing the incident management process, ensuring that all escalations are handled promptly and effectively. You will also play a critical role in training and mentoring your team, fostering a culture of continuous improvement and operational excellence.

What we offer

At Roblox, you will be part of a dynamic team that is dedicated to transforming the customer experience. We offer competitive compensation and opportunities for professional growth. You will have the chance to work on unique technical challenges at scale, contributing to the future of human interaction in digital spaces. Join us in our mission to connect a billion people with optimism and civility.