Senior Director, Customer Experience and Support

As the Senior Director of Customer Experience and Global Customer Support at Roblox, you will be a key player in driving the transformation and scalability of our operations to enhance customer experience and support outcomes for our players, developers, and advertisers. Reporting directly to the Vice President of Safety Operations, you will lead and innovate within two critical domains: Customer Experience and Global Customer Support. This role is a hybrid position with the intention of being in office 3 days a week located in San Mateo, CA.

You Will:

• Strategic Vision and Leadership: Define and own the entire customer support lifecycle, implementing best practices, mapping the customer journey, and allocating resources effectively.
  • Develop a multi-year strategy and execution roadmap to deliver best-in-class metaverse customer experience at scale for hundreds of millions of daily users.
  • Bring relevant CS/CX expertise and identify subject matter experts in support of multi-functional efforts in process improvement, data capture and analysis, infrastructure support, tool ownership and compliance with procedures, etc.
  • Understand the impact of Generative AI/LLMs on CS/CX and apply that thinking to improve better CS/CX outcomes for Roblox users.
• Operational Metrics and Improvement: Define and manage process efficiency and customer satisfaction metrics, high-level OKRs, and Goals for our team, ensuring alignment with Group and company goals.
  • Promote process improvement initiatives through the disciplined use of measurements, accountability, analysis, and discussion of process alternatives to develop best practices, reduce resolution times, increase customer satisfaction, optimize resource use, and leverage Product and Engineering partners to innovate in the CX space.
• Team Management and Development: Build and lead a high-performing team, fostering a culture of coaching, achievement, and teamwork.
  • Plan, manage, and control team activities to provide operational support for multiple product groups (incl. Growth, User, Safety, et al.)
  • Develop and execute effective staffing plans for FTE and partner resources, using data-driven forecasting techniques, ensuring the organization has the proper resources.
• Cross-functional Collaboration:Work closely with cross-functional leaders to improve customer support and drive innovative customer experience processes, providing critical player, developer, and advertiser insights to internal teams.
  • Serve as an escalation point for critical customer issues, liaising with other senior leaders and internal departments.
• Communication and Reporting:Synthesize and align teams by communicating data-oriented information to multiple team members, including senior management and C-Suite executives.
  • Collaborate with the Data Science and Analytics team to grow insights, guide strategic improvement, and use data-driven insights in the CS/CX space.

You Have:

• 15+ years of experience in strategy, management consulting, business operations, or corporate strategy, with a focus on customer service delivery.
• 8+ years of people management experience, including managing managers.
• Experience leading large global teams in the gaming, social media, or consumer internet business.
• An analytical and process-oriented mindset, with expertise in analyzing and reporting customer experience metrics and strategically building customer experience processes, metrics, and feedback loopsRelevant
• Bachelor's degree; preference for computer science, business, or related fields. A graduate degree is ideal