Manager, Customer Experience (Brand Partnerships)
1 month ago
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.
Manager, Customer Experience (Brand Partnerships), India
Roblox is seeking a Customer Experience Manager based in India for the Brand Partnerships team, to ensure timely and efficient resolution of brand partnership customer support requests and support needs. This role will be pivotal in maintaining robust support systems for brand partnerships, and troubleshooting across various service requests. This full-time position is based in India, and will report to [Sr. Director, Partner Engagement]
Shift Time: 2:00pm - 10:30pm (Cabs will be provided)
You Will:
- Coordinate closely with internal teams and cross-functional stakeholders to ensure swift resolution of raised issues while maintaining high standards of partner satisfaction.
- Provide insights and feedback to improve internal tools and processes based on common issues and trends observed in partner support requests.
- Train and lead a team of customer experience specialists dedicated to handling brand partnership inquiries and requests.
- Work closely with stakeholders from HQ (San Mateo, CA) to make sure partner needs are being met and processes are being streamlined.
- Develop performance indicators and KPIs to measure the success of partnership-driven customer experiences.
- Regularly report on partnership performance, customer engagement, and satisfaction.
- Use data and insights to refine strategies and optimize partnership outcomes.
- Create and implement programs to enhance customer engagement through brand partnerships.
- Train and educate internal teams on the value and benefits of brand partnerships.
- Provide ongoing support and guidance to team members to improve partnership potential.
- Champion a customer-centric culture within the organization.
- Stay informed about industry trends, competitor activities, and emerging technologies.
- Drive continuous improvement initiatives to enhance partnership effectiveness and customer satisfaction.
- Identify and mitigate potential risks associated with partnership initiatives.
- Coordinate with internal and external stakeholders to ensure timely delivery of projects.
You have:
- Bachelor's degree in business, marketing, or a related field (or equivalent practical experience of 6+ years).
- Proven experience as a Partner Manager, Account Manager, or in a similar role and the demonstrated ability to drive revenue and provide strategic guidance to partners
- Strong project management skills and experience working with data and using it to drive decision-making
- Proficiency in navigating policy and coordinating with cross-functional teams
- Strong communication, presentation, interpersonal and customer service skills at executive levels of an organization.
- The ability to be autonomous and work as part of a team
- Keen interest in using innovative products for driving partner innovation and success.
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. Roblox also provides reasonable accommodations for all candidates during the interview process.