Senior Manager, Moderation Escalations
Roblox · Posted Oct 2
Online gaming platform, 3D virtual experiences, and developer tools
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About the role
Roblox is a global platform where millions of people explore, create, and connect through 3D immersive digital experiences built by its community of developers and creators. The Moderation Escalations team owns the systems that detect, respond to, and prevent safety escalations, turning incident data into insights that shape platform policy and tooling. This role leads a Gurugram-based team of escalation, product support, and proactive moderation specialists, partnering with Product, Engineering, and executive leadership to build a global escalations and defect-reduction program.
What you will do
- Build and drive a world-class global escalations and insights program, evolving our escalation systems from v0 into a sophisticated, industry-leading defect reduction engine.
- Manage a team of escalation specialists, product support specialists, and proactive moderation specialists, eventually establishing a seamless "Follow-the-Sun" operational model.
- Transition the program from transactional response to proactive prevention by identifying root causes of moderation errors and partnering with cross-functional teams to implement systemic fixes.
- Serve as the senior Moderation lead in our India office, providing strategic guidance, mentorship, and a unified voice for the local moderation organization.
- Recruit, hire, and lead a specialized team for escalation management, fostering a culture of high accountability, rapid problem-solving, and continuous learning.
- Transform raw escalation data into actionable insights, providing leadership with visibility into emerging safety trends and the effectiveness of our current policies.
- Partner deeply with Product and Engineering leadership to improve investigation tooling and safety systems, ensuring our technical infrastructure keeps pace with emerging global risks
- Ensure industry-leading response times and high-quality resolutions for complex safety incidents, maintaining strict SLAs while upholding the highest standards of accuracy and empathy.
- Champion robust psychological safety and resiliency programs tailored for global teams routinely exposed to graphic or objectionable content in high-urgency and high-visibility situations.
- This role requires collaboration with team members based in California, USA, and other global sites.
- This role requires on-call work at weekends on a rotational basis.
- This role involves exposure to graphic and/or objectionable content.
Skills used in this role
What the employer is looking for
- Bachelor's degree in business, operations, or a related field
- 6-12 years of experience in an operations or policy role in Trust and Safety or content moderation, with a focus on incident management.
- 6+ 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 and AI tools to lead and speed up decision-making.
- Strong collaboration skills, with the ability to work with cross-functional teams, specifically product, engineering, and BPO workforces.
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
Recent coverage
Barchart
Roblox reports narrowed net loss and surging adjusted EBITDA in Q2 financial results2026-10-02
Roblox Blog
Roblox Innovation Awards Showcase What's Possible on Roblox2026-09-01
CBS News
Roblox faces ongoing scrutiny and legislative inquiries regarding child safety measures2026-08-19
CBS News
Roblox rolls out new age-based accounts to bolster platform safety2026-04-14