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Director, Customer Experience

The Trust and Safety Operations team is focused (ok, maybe obsessed) with scaling Roblox's Operations organization and transforming our customer experience through our multi-year vision and strategy execution.

Reporting to the Sr. Director of Trust and Safety, as the Director of Customer Experience, you will own the end to end service delivery experience. This means you will help create and innovate high-quality support experiences for customers across all products.

You will lead a team of process and product experts and be responsible for supporting business processes and workflows across all products, channels, markets, and customer types. Through data-driven insights, you will develop recommendations for process improvements, new process standards, product enhancements, and agent tooling improvements that enable a more frictionless, consistent experience leading to increasing our customer's satisfaction. You will operationalize these recommendations through strong project management in partnership with Operations, Product, Marketing, Finance, and others.

You Will:

• Build and lead a high-performing team of business process specialists and managers, creating a culture of coaching, achievement, and teamwork
• 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
• Lead your team to provide insights and feedback from customer interactions that can be used to assist Product management and Engineering teams in building their respective roadmaps
• Own scoping and completing large, multi-quarter projects to provide our customers and support agents with technology, training, and knowledge/workflows solutions that improve top-line metrics (e.g. CSAT, first reply time, contact rate, productivity, etc)
• Incubating new products, languages, functions and processes for the Operations organization
• Synthesize and build consensus by communicating and presenting data oriented information. Ensure that other Roblox organizations and external BPO partners understand the methodologies and our metrics
• You will communicate associated outcomes and insights to multiple team members at all levels, including senior management to help guide strategic decisions for improvement and highlight your team's work
• Partner with our reporting team to ideate on ways to scale insights

You'll Have:

• 15+ years of experience in strategy, management consulting, business operations, operations program management, finance or corporate strategy with an emphasis on customer service delivery
• 8+ years people management experience and experience managing managers
• Ability to hire and develop a inspired team
• Experience working with cross-functional teams (e.g. customer support, engineering, product, risk, etc.) across multiple locations, domestic and international
• You will partner with cross functional teams with varying priorities and bring creative solutions and commitment to a shared goal
• Strong critical thinking and data-analysis skills with experience navigating large datasets
• You can distill complex topics in an easy-to-consume way