Manager, Customer Experience (Brand Partnerships)

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 collaborators 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 support specialists dedicated to handling brand partnership inquiries and requests.
• Serve as the primary point of contact for all brand partnership-related customer support requests, leading username/group name transfers, badge verifications, and troubleshooting.
• Facilitate communication with partners to provide access to their Roblox groups for video uploads, and assist developers, especially those new to integrating long-form video, with troubleshooting and technical support.
• Lead licensed audio asset pipeline for partners, including the execution of local Python scripts and processing with internal tools.
• Conduct basic SQL queries to support data analysis for strategic planning and decision-making in partner engagements.
• Perform market research to analyze benchmarks, market sizing, and trends, improving the team's understanding of market conditions.
• Assist with manually assembling screenshots of video, image, or portal ads as requested by partners

You have:

• Bachelor's degree or equivalent experience in business, marketing, or a related field (or equivalent practical experience of 6+ years).
• Validated experience as a Partner Manager, Account Manager, or in a similar role and the demonstrated ability to drive revenue and provide strategic mentorship 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 curiosity about using innovative products for driving partner innovation and success