Senior Director, Customer Experience and Support at Roblox

Read by 31 job seekers.

San Mateo, CA, United States

Every 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.

As the Senior Director of Customer Experience and Global Customer Support at Roblox, you will be a key player in driving the transformation and scalability of our operations to enhance customer experience and support outcomes for our players, developers, and advertisers. Reporting directly to the Vice President of Safety Operations, you will lead and innovate within two critical domains: Customer Experience and Global Customer Support. This role is a hybrid position with the intention of being in office 3 days a week located in San Mateo, CA.

You Will:

Strategic Vision and Leadership: Define and own the entire customer support lifecycle, implementing best practices, mapping the customer journey, and allocating resources effectively.
- Develop a multi-year strategy and execution roadmap to deliver best-in-class metaverse customer experience at scale for hundreds of millions of daily users.
- Bring relevant CS/CX expertise and identify subject matter experts in support of multi-functional efforts in process improvement, data capture and analysis, infrastructure support, tool ownership and compliance with procedures, etc.
- Understand the impact of Generative AI/LLMs on CS/CX and apply that thinking to improve better CS/CX outcomes for Roblox users.
Operational Metrics and Improvement: Define and manage process efficiency and customer satisfaction metrics, high-level OKRs, and Goals for our team, ensuring alignment with Group and company goals.
- Promote process improvement initiatives through the disciplined use of measurements, accountability, analysis, and discussion of process alternatives to develop best practices, reduce resolution times, increase customer satisfaction, optimize resource use, and leverage Product and Engineering partners to innovate in the CX space.
Team Management and Development: Build and lead a high-performing team, fostering a culture of coaching, achievement, and teamwork.
- Plan, manage, and control team activities to provide operational support for multiple product groups (incl. Growth, User, Safety, et al.)
- Develop and execute effective staffing plans for FTE and partner resources, using data-driven forecasting techniques, ensuring the organization has the proper resources.
Cross-functional Collaboration:Work closely with cross-functional leaders to improve customer support and drive innovative customer experience processes, providing critical player, developer, and advertiser insights to internal teams.
- Serve as an escalation point for critical customer issues, liaising with other senior leaders and internal departments.
Communication and Reporting:Synthesize and align teams by communicating data-oriented information to multiple team members, including senior management and C-Suite executives.
- Collaborate with the Data Science and Analytics team to grow insights, guide strategic improvement, and use data-driven insights in the CS/CX space.

You Have:

15+ years of experience in strategy, management consulting, business operations, or corporate strategy, with a focus on customer service delivery.
8+ years of people management experience, including managing managers.
Experience leading large global teams in the gaming, social media, or consumer internet business.
An analytical and process-oriented mindset, with expertise in analyzing and reporting customer experience metrics and strategically building customer experience processes, metrics, and feedback loopsRelevant
Bachelor's degree; preference for computer science, business, or related fields. A graduate degree is ideal

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

$239,850—$283,300 USD

Roles 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:

Industry-leading compensation package
Excellent medical, dental, and vision coverage
A rewarding 401k program
Flexible vacation policy
Roflex - Flexible and supportive work policy
Roblox Admin badge for your avatar
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 Pass

Roblox 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. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Estimated Salary range:

Our salary intelligence, powered by our AI algorithms, has calculated an estimated range for this position between $150,000 - $200,000 . Please note that the actual salary for this position may vary, as it is dependent on various factors including but not limited to experience, location, and market dynamics.

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