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Vendor Operations Manager, Trust & Safety
1 year ago
Every day, tens of millions of people from around the world come to Roblox to play, learn, work, and socialize in immersive digital experiences created by the community. Our vision is to build a platform that enables shared experiences among billions of users. This is what’s known as the metaverse: a persistent space where anyone can do just about anything they can imagine, from anywhere in the world and on any device. Join us and you’ll usher in a new category of human interaction while solving exceptional challenges that you won’t find anywhere else.
About this Job:
We are looking for a dynamic global Vendor Operations Manager to join our growing Trust & Safety team. The Vendor Operations Manager will be responsible for managing the daily operations of our extended global workforce. In this role, you will develop relationships with internal stakeholders and drive operational performance of our partners. This person will also create and support the successful delivery of key projects that support the achievement of our strategic priorities and Objectives and Key Results (OKRs). Projects will include initiatives that focus on supporting our community and keeping them safe.
You Will:
- Guide the operational strategy, identifying and documenting best practices for operational success, then manage external and internal teams to deliver processes against that strategy.
- Create standardized operating procedures that can be implemented globally.
- Manage the day to day operations of multiple BPOs in partnership with Customer Support and Moderation teams.
- Quantify pain points around operational issues and implement standardized approaches in areas that will deliver the greatest impact.
- Develop a communications plan that includes a regular cadence for weekly check-ins as well as monthly and quarterly business reviews with our BPO partners.
- Actively communicate feedback, challenges, roadblocks, insights effectively and concisely to appropriate stakeholders and cross-functional partners
- Work closely with various internal groups to understand business requirements, implement processes, and contribute to ongoing process improvements.
- Partner with the Data Science team to determine and share insights needed to make data-driven decisions.
You Have:
- B.A. or B.S. degree or equivalent combination of operations and project or program management experience
- 5+ years vendor management experience
- Experience working in operations, collaborating with global teams, multinational vendors & BPOs
- Strong understanding and demonstrated experience in the areas of Continuous Improvement, Operational Excellence.
- Excellent verbal and written communication skills
- Experience working in customer support, content moderations or working in a Trust & Safety organization is a plus!
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
- Onsite fitness center and fitness program credit
- Annual CalTrain Go Pass