Product Support Manager, Moderation – Amazon Store

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.
The Safety Operations team is focused (okay, maybe obsessed) on scaling Roblox’s Moderation Operations and redefining our user experience through our multi-year vision and strategy execution. As the Product Support Manager, you will help drive new operational launches and improve the existing functionality of our safety product features within our moderation platform. These products are used by our global moderation team to keep our users safe. You will integrate with safety product and engineering partners to improve safety workflows and scale new safety features for some of the most exciting up and coming Roblox products. You will work with our moderation team to understand bugs, feature limitations, and feature requests to improve overall operations.
You will report to the Senior Manager, Moderation Operations.
You Will

• Launch, manage, and improve the workflows for our content safety moderation product to ensure timely and effective moderation of user-generated content
• Work with cross-functional teams to identify areas for improvement in our content safety moderation processes, and collaborate to implement solutions that enhance the safety of our users
• Ensure that our team is meeting performance metrics and delivering an exceptional experience to our customers
• Partner with product and engineering teams to ensure that content safety moderation features are being developed and implemented
• Analyze data and provide insights to inform decision-making related to content safety moderation on our platform
• Stay up-to-date with industry trends and best practices related to content safety moderation, and apply this knowledge to continuously improve our operations
• This role may require on-call work at weekends on a rotational basis
  

• Bachelor's degree in business, operations, or a related field
• 5+ years of experience in operations management or product support, with a focus on content safety moderation workflows
• Strong program management skills, with experience leading projects at scale
• Experience developing processes to improve operational efficiency
• SQL proficiency for conducting business or operational analysis
• Experience using data to lead decision-making
• Strong collaboration skills, with the ability to work with cross-functional teams, specifically product, engineering, and BPO workforces
  

• Innovative: You proactively identify emerging risks and execute on out of the box ideas to achieve goals.
• Analytical: Excited to investigate large, ambiguous problems and measure the problems and the solutions.
• Proactive Problem Solver: You anticipate potential problems and take proactive and decisive action to solve them.
• An Owner: You take on accountability of your domain and related business outcomes.