Sr. Program Manager, Support Operations

Company: Roblox Corporation
Location: San Mateo
Posted on: May 24, 2025

Job Description:

San Mateo, CA, United States Safety & Support ID: 4775Every 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.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.For roles that are based at our headquarters in San Mateo, CA: The starting base pay for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, location, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. All full-time employees are also eligible for equity compensation and for benefits.Annual Salary Range: $170,685 - $203,407 USDRoles that are based in our San Mateo, CA Headquarters are in-office Tuesday, Wednesday, and Thursday, with optional in-office on Monday and Friday (unless otherwise noted).You'll Love:
    • Excellent medical, dental, and vision coverage
    • A rewarding 401k program
    • Flexible vacation policy (varies by exemption status)
    • Roflex - Flexible and supportive work policy
    • At Roblox HQ:
    • Free catered lunches five times a week and several fully stocked kitchens with unlimited snacks
    • Onsite fitness center and fitness program credit
    • Annual CalTrain Go PassRoblox 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 for all candidates during the interview process.
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Keywords: Roblox Corporation, Antioch , Sr. Program Manager, Support Operations, Executive , San Mateo, California