Manager, Product Support Incident Management
Roblox · Posted Oct 22
Online gaming platform, 3D virtual experiences, and developer tools
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About the role
The Trust and Safety Operations team scales Roblox's Operations organization and transforms customer experience for global players, developers, and advertisers. The role reports to the Trust & Safety India Operations Manager and manages a team handling technical escalations, product reliability support, and process improvement. The manager coordinates cross-team incident response, drives SLA adherence and quality control, and participates in a 24/7 shift rotation with on-call and weekend coverage.
What you will do
- Lead and Mentor: Manage a high-performing team of Specialists responsible for incident response and technical escalations, providing coaching, development, and performance management.
- Drive Issue Management: Oversee the end-to-end incident management lifecycle within support operations, ensuring the team meets SLAs for critical and high-severity issues while serving as the final point of escalation for complex issues.
- Incident Management Strategy: Coordinate the incident response activities, gather the response team, and set up a virtual command center for communication and collaboration. Due to its potential impact, critical decisions must be made to classify the incident, and be willing to participate in on-call support for incident management issues. Along with this, you will be responsible for providing regular updates and reports to upper management on the status of operations, including performance metrics and any issues encountered.
- Cross Function Collaboration - Collaborate with Knowledge Management, Training and Quality Assurance teams to ensure process adherence, identify areas for improvement in support workflows, and implement quality control measures.
- Strategic Partner to Product Support - Is a strategic thought partner to product support, aligning on goals and objectives for launch readiness and building in quality escalation and issue management principals to readiness initiatives.
Skills used in this role
What the employer is looking for
- Management Experience: 10+ years of experience in technical support or operations, with at least 2+ years in a people management role, preferably within a high-growth tech environment..
- Advanced Problem Solving: Strong ability to translate complex data sets into actionable business strategies. Proficiency in SQL or Python to audit team dashboards and validate data-driven decisions is highly preferred.
- Process Improvement: Demonstrated success in reducing operating costs and improving Automation Rate/ Contact Rate/CSAT/Quality scores.
- Systems Fluency: Deep familiarity with the architecture of CRM tools (Zendesk), Jira, and automated ticketing workflows.
- Innovative: You proactively identify emerging risks and execute on out of the box ideas to achieve goals.
- A Strategic Leader: You look beyond the immediate incident to solve for the root cause and prevent future friction at scale.
- Growth-Oriented: You are invested in your team’s success, fostering an inclusive environment that encourages continuous learning.
- A Master Communicator: You can distill highly technical incidents into concise "so-what" summaries for non-technical stakeholders and executives.
- Data-Driven: Uses data to identify trends, measure results, and drive decision-making.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Roblox
Roblox operates an immersive online platform where users can build, share, and play 3D experiences created by a global community of developers. The company's mission is to bring the world together through play, enabling tens of millions of daily active users to socialize, learn, and work in virtual environments.
- Industry
- Gaming
- Company size
- 2000+ employees
- Founded
- 2004
- Location
- San Mateo, California, USA
- Funding stage
- Public Company
Funding
Public Company · $918M raised
- 2021-01-06Series H$520M
- 2020-02-26Series G$150M
Leadership
Founder and Chief Executive Officer
Naveen Chopra
Chief Financial Officer
Chief Marketing Officer
Mark Reinstra
Chief Legal Officer
Enrico D'Angelo
Chief Business Officer
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