Senior Product Support Manager, Support Operations

San Mateo, CA · San Mateo · USD 174,100-207,480 / year · 5+ years experience · Full-time · Onsite · Posted Oct 8, 2026

At a glance

The Support Operations team at Roblox is seeking an experienced Senior Product Support Manager to own the end-to-end service delivery experience for supported product and feature teams.
This role acts as a bridge between operations and product, focusing on delivering exceptional agent and user experiences through chatbot and agent support channels.
Responsibilities include developing recommendations for process improvements, product enhancements, and automation improvements using data-driven insights.

Build high-performing business processes and procedures for supporting user segmentation models and for our highest value and creator based product areas.
Use metrics to set the strategy and goals for improving and building our business processes and optimal workflows that can build to scale while simultaneously driving improvements in customer and product satisfaction.
Provide insights and feedback from customer interactions that can be leveraged to assist Product management in building their product roadmap.
Build and document knowledge guidance and processes for support methodologies, including documentation around internal and external audiences and macro development.
Drive scope and execute large, multi-quarter projects to provide our customers and support agents with technology, training, and knowledge/workflows solutions that improve top-line metrics.
Build Product Support launch management and Go-To-Market documentation for CS Operations teams to ensure readiness in support functions.

5+ years of experience in operations management or product support, with a focus on creator and user experiences
5+ years of experience developing processes to improve operational efficiency
5+ years of experience using data to lead decision-making
Strong program management skills, with experience leading projects at scale
Strong collaboration skills, with the ability to work with cross-functional teams, specifically product, engineering, and BPO workforces
Bachelor's degree in business, operations, or a related field

Roles that are based in an office are onsite Tuesday, Wednesday, and Thursday, with optional presence on Monday and Friday.