Product Support Manager, Payments

The Trust and Safety Product Support team is focused (ok, maybe obsessed) with enabling Roblox's customer service operations teams, through change management, subject matter expertise and by transforming the customer experience through multi-year vision and strategy execution. Product Support Managers power that mission, owning the end to end service delivery experience for the product they support.

We are hiring a Product Support Manager to own product support operations for Payments. This means you will become a subject matter expert on Roblox's payment strategies, creating and innovating high-quality support experiences around them. This role is highly cross-functional, bridging the gap between operations and product.

Through data-driven insights, you will develop recommendations for process improvements, product enhancements, and agent tooling and automation improvements that enable a more frictionless, consistent customer experience. You will act as the voice of the customer to the Product team, influencing their product roadmap by providing insights gained from our global customer interactions. You will also work with Engineering to ensure that identified bugs are addressed and resolved in a timely manner. Lastly, as you create recommendations, you will operationalize these recommendations through strong project management in partnership with Operations, Product, Marketing, Finance, and others.

This role is located at our headquarters in San Mateo, California.

You Will:

• Build business processes and procedures for supporting our billing and payment platforms
• 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
• Partner with Engineering teams in ensuring prioritization of customer and agent escalated issues.
• Build and document knowledge guidance and processes for support methodologies, including documentation around internal and external audiences and macro development.
• Drive scoping and executing 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)
• Build Product Support launch management and Go-To-Market documentation for CS Operations teams to ensure readiness in support functions.
• Synthesize and influence by clearly communicating and presenting data oriented information. Ensure that other Roblox organizations and external BPO partners understand the methodologies and our metrics
• Regularly communicate associated outcomes and insights to various stakeholders at all levels, including senior management to help guide strategic decisions for improvement and highlight your team's work

You Have:

• 8+ years of professional experience in program management, product support, or product operations with an emphasis on customer service
• 2+ years experience supporting payments or billing growth initiatives
• Familiarity with 3rd party billing platforms such as PayPal and Stripe
• Demonstrated track record of working with cross-functional teams (e.g. customer support, engineering, product, risk, etc.) across multiple locations, domestic and international
• Strong critical thinking and data-analysis skills with experience navigating large data sets
• Experience articulating complex topics in an easy-to-consume way