Product Manager, Customer Care

As the first Product Manager for Customer Care, you will be part of the founding team in overhauling Roblox’s Customer Care products, tools, and infrastructure. You will be responsible for large parts of Roblox's public and internal facing applications used by hundreds of millions of users on the platform. You’ll interact regularly with multiple customers, including end-users, customer support agents, plus internal and external developers integrating their features. This is an exciting, strategic area for the company and you will play a critical role in building out the engineering team as well as setting the overall strategic direction for industry-leading features and innovations from the ground up.

You Are:

• Entrepreneurial: Enjoy fast paced environments, with competing resources and priorities, through the product life cycle from planning through to launch. Opinionated and willing to make calls with limited information. 
• Analytical: Demonstrated strong analytical skills and experience partnering closely with data science teams for experiment analysis
• Design-oriented: Superb user intuition and ability work with designers to create simple, elegant experiences
• Communicative: Ability to effectively present to executive stakeholders to get alignment for decisions requiring complex tradeoffs
• Systematic: You are working toward a clear goal and every incremental release advances it. You understand system dynamics and prioritize scalability

You Will:

• Drive the strategy for a next generation of customer care tools that delivers great user, customer support agent, and developer experience
• Develop deep customer empathy to discover and define the right problems and products we should be pursuing.
• Integrating great customer support experiences into the core Roblox platform, application, and experiences
• Building out tools that customer support agents use to interact with our customers
• Create developer facing features to provide customer care functionalities into their own features and experiences
• Partner with other product, design and engineering teams at Roblox to achieve strategic alignment. Enroll other teams into your product vision and align roadmaps to ensure cohesive product functionality and value proposition
• Be incredibly truth-seeking and collect all data necessary to inform product direction whether in the form of competitive intelligence, customer behavior, or other market metrics.
• Dive into the technical nitty-gritty, helping make the right architectural decisions.
• Grow your career with a rocket ship company 🚀

Basic Qualifications:

• 3+ years as a technical product manager or similar product experience 
• Demonstrated ability to think in system and platform terms 
• Ability to work and align cross-functionally with operations teams 

Preferred Qualifications:

• Product experience with a tooling, customer service, or platform focus
• Former founder / startup experience
• Broader domain expertise in customer/ developer support experiences