Roblox’s Critical Harms Intelligence, Investigations, and Operations team is focused on tackling the platform’s highest-risk behavioral trends at scale. As a Critical Harms Product Support Manager, you will help drive new operational launches and improve the existing functionality of our safety product features within our moderation platform specifically to address these specialized harms. You will integrate with safety product and engineering partners to improve safety workflows and scale new safety features for some of the most exciting up and coming Roblox products, including the operational capacity for an upgraded Trusted Flagger program with trusted third parties.  

You will report to the Senior Manager of Critical Harms Intelligence, Investigations, and Operations.  This team focuses on sensitive risks including Child Endangerment, Violent Extremism, and Self-Harm behaviors, and exposure to this content is a key part of the job.

This role is based at HQ, San Mateo, CA and will require you to be in the office 3 days per week. 

You Will:

• Launch, manage, and improve the workflow for a verified partner reporter intake program in collaboration with key cross-functional stakeholders.
• Launch, manage, and improve the workflows for our content safety moderation product to ensure timely and effective moderation of user-generated content
• Work with cross-functional teams to identify areas for improvement in our content safety moderation processes, and collaborate to implement solutions that enhance the safety of our users
• Ensure that our team is meeting performance metrics and delivering an exceptional experience to our customers
• Partner with product and engineering teams to ensure that content safety moderation features are being developed and implemented
• Analyze data and provide insights to inform decision-making related to content safety moderation on our platform
• Stay up-to-date with industry trends and best practices related to content safety moderation, and apply this knowledge to continuously improve our operations
• Require on-call work at weekends on a rotational basis

You Have:

• A bachelor's degree in business, operations, or a related field
• 5+ years of experience in operations management or product support, with a focus on content safety moderation workflows
• Strong program management skills, with experience leading projects at scale
• Experience developing processes to improve operational efficiency
• SQL proficiency for conducting business or operational analysis
• Experience using data to lead decision-making
• Strong collaboration skills, with the ability to work with cross-functional teams, specifically product, engineering, and BPO workforces

You Are:

• Innovative: You proactively identify emerging risks and execute on out of the box ideas to achieve goals.
• Analytical: Excited to investigate large, ambiguous problems and measure the problems and the solutions.
• A Proactive Problem Solver: You anticipate potential problems and take proactive and decisive action to solve them.
• An Owner: You take on accountability of your domain and related business outcomes.