Manager, Product Support Incident Management

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

You will be reporting to the Trust & Safety India Operations Manager. The team provides support to Roblox’s global players, developers, and advertisers. As a Manager of Product Support Incident management, you’ll be focused on managing the team that manages technical escalations, supports product reliability, process improvement and design along with playing a critical role in managing and resolving escalations and high-impact incidents affecting our Roblox users and platform. 

You will coordinate across multiple teams to ensure rapid response to minimize the impact on customers and business operations, identifying trends, enhancing support processes, improving agent efficiency, and reducing operational costs while maintaining high reliability and service quality.

This role requires participation in a shift rotation to maintain 24/7 operations, which includes on-call duties and weekend coverage.

You Will:

• Lead and Mentor: Manage a high-performing team of Specialists responsible for incident response and technical escalations, providing coaching, development, and performance management.
• Drive Issue Management: Oversee the end-to-end incident management lifecycle within support operations, ensuring the team meets SLAs for critical and high-severity issues while serving as the final point of escalation for complex issues.
• Incident Management Strategy: Coordinate the incident response activities, gather the response team, and set up a virtual command center for communication and collaboration. Due to its potential impact, critical decisions must be made to classify the incident, and be willing to participate in on-call support for incident management issues. Along with this, you will be responsible for providing regular updates and reports to upper management on the status of operations, including performance metrics and any issues encountered.
• Cross Function Collaboration - Collaborate with Knowledge Management, Training and Quality Assurance teams to ensure process adherence, identify areas for improvement in support workflows, and implement quality control measures.
• Strategic Partner to Product Support - Is a strategic thought partner to product support, aligning on goals and objectives for launch readiness and building in quality escalation and issue management principals to readiness initiatives.

You Have:

• Management Experience: 10+ years of experience in technical support or operations, with at least 2+ years in a people management role, preferably within a high-growth tech environment..
• Advanced Problem Solving: Strong ability to translate complex data sets into actionable business strategies. Proficiency in SQL or Python to audit team dashboards and validate data-driven decisions is highly preferred.
• Process Improvement: Demonstrated success in reducing operating costs and improving Automation Rate/ Contact Rate/CSAT/Quality scores.
• Systems Fluency: Deep familiarity with the architecture of CRM tools (Zendesk), Jira, and automated ticketing workflows.

You Are:

• Innovative: You proactively identify emerging risks and execute on out of the box ideas to achieve goals.
• A Strategic Leader: You look beyond the immediate incident to solve for the root cause and prevent future friction at scale.
• Growth-Oriented: You are invested in your team’s success, fostering an inclusive environment that encourages continuous learning.
• A Master Communicator: You can distill highly technical incidents into concise "so-what" summaries for non-technical stakeholders and executives.
• Data-Driven: Uses data to identify trends, measure results, and drive decision-making.