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Manager, Customer Experience
2 months ago
Job Description
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.
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 successRoles that are based in our San Mateo, CA Headquarters are in-office Tuesday, Wednesday, and Thursday, with optional in-office on Monday and Friday (unless otherwise noted).
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 five times a week and several fully stocked kitchens with unlimited snacks Onsite fitness center and fitness program credit Annual CalTrain Go Pass