About Corporate Engineering

Within Roblox, Corporate Engineering exists to enhance our workforce’s effectiveness, efficiency, and experience through the use of technology. When we are great at our job, our workforce is profoundly more efficient and effective, and their experience of technology at Roblox is one of joy and satisfaction. And within Corporate Engineering, the team most directly impacting that experience is Client Services – responsible for our internal support group, IT Asset Management, and Client Platform Engineering (responsible for endpoint device management).  

About Client Services

Client Services is the most tactical, reactive, part of Corporate Engineering. It’s also the most distributed, with support groups located in each of several buildings occupied by Roblox, as well as a new support group in India. It’s also comprised of everything from hourly employees – some of whom are in their first professional role – to tenured, highly experienced, engineers. And as an operational group, it is quite good (we’re proud of our 98%+ CSAT and our 2.5% reopened ticket rates). It also suffers from some of the classic ills of such teams — we’re great at responsiveness, but still have room to more thoughtfully grow the members of the team, focus on sustainability, and be more proactive, deliberate, and visionary about how this team improves the effectiveness, efficiency, and experience of the workforce, as well as acting as more of a partner in our engagement with our workforce and our partners and less as a service provider.

Join us as a Manager of Corporate Engineering (Client Services Manager), reporting to the Director of Corporate Engineering. In this role, you will be instrumental in shaping the culture of Client Services and Corporate Engineering, fostering a proactive and strategic approach to long-term investments while effectively balancing them with the immediate operational needs of our workforce. 

You Will:

• Help define the KPIs that give us insight into the work we’re doing and its impact, define what “good enough” looks like for these KPIs, and work toward these standards; 
• Define a consistent expectations model for the people in your team and then help grow your team to meet these expectations – and then grow your people to their next role, inside or outside the team; 
• Work with your staff to identify where we invest in technology and what these investments look like, focusing on workforce efficiency, experience, and effectiveness (e.g. what is the role of AI chatbots in the support experience? How do we make sure they are a value-add to the people who depend on us to help them?)
• Work closely with cross-functional partners (e.g. PeopleOps, Legal, Security, Trust and Safety) to identify opportunities to increase our impact

You Have: 

• A diverse people leadership experience, having at one point or another led teams with
• A reactive/tactical focus
• A strategic, planning-based, engineering focus
• Employees with diverse levels of experience from interns to tenured engineers
• Hourly and exempt employees 

• A thoughtful perspective on balancing principled decision-making and pragmatism
• Outstanding organizational, collaboration, leadership, and communication skills.

You Are: 

• Passionate about people leadership and growing people; 
• Comfortable and experienced with all aspects of performance management; 
• Humble, introspective, and eager to get better; 
• Deeply mindful of the impact your team has on the daily experience of thousands of Roblox employees, and hungry to improve it
• Curious about new technology and its potential (along with limitations and pitfalls) to positively disrupt the work we do
• Hungry to wrestle with the challenge of balancing short-term impact with long-term investments