Sr. Program Manager, Support Operations

We're building the future of entertainment, and our Support Operations team plays a crucial role in ensuring a positive experience for our growing community. We're looking for an experienced Program Manager to join our Support Operations team and drive new Support programs to transform the way we service all our users at Roblox. You will report to the Senior Director of Support Operations and work across teams at Roblox to make a step-change in the support experience for all users. This role is pivotal in scaling our support ecosystem to meet the needs of our fast expanding user base. The ideal candidate for this role is a self starter, creative, with the ability to lead multiple initiatives at once. We are looking for someone who is enthusiastic about what we are building at Roblox and who is excited to build world-class support programs.

You Will:

• Help develop strategy, define program objectives, timelines, and success metrics. Develop detailed project plans and manage execution to achieve desired outcomes. Allocate resources effectively and track progress against goals.
• Collaborate with Product, Engineering, Vendor Operations, Finance, Data Science, Developer Relations, and other teams to ensure alignment and seamless execution. Facilitate communication and drive consensus among stakeholders.
• Identify and manage dependencies between projects to ensure smooth execution and avoid roadblocks.
• Proactively identify, assess, and mitigate potential risks to program success. Develop contingency plans and escalate issues as needed.
• Develop and implement change management plans to minimize disruption and ensure smooth transitions for users and internal teams.
• Provide regular updates on program status, risks, and issues to stakeholders. Prepare reports and presentations to communicate progress and key learnings.

You Have:

• 7+ years of program management experience in a fast-paced technology environment.
• Proven ability to lead and deliver complex, cross-functional programs at senior levels.
• Strong understanding of support operations and customer experience.
• Excellent communication, interpersonal, and stakeholder management skills.
• Ability to thrive in a dynamic and fast-paced environment.
• Experience with user segmentation and personalization support strategies.
• Familiarity with help center technologies, chatbot, automation, and support tools.
• Experience working with online communities.