What is the type of contract for this position?

The contract for this position is a Full-time contract

What's the salary range for the Product Manager, Customer Care position?

The suggested salary for this position is $149,000 - $200,000*

Is telecommuting possible for this position?

No, telecommuting is not possible for this position

Product Manager, Customer Care job at Roblox

Every day, tens of millions of people from around the world come to Roblox to play, learn, work, and socialize in immersive digital experiences created by the community. Our vision is to build a platform that enables shared experiences among billions of users. This is what’s known as the metaverse: a persistent space where anyone can do just about anything they can imagine, from anywhere in the world and on any device. Join us and you’ll usher in a new category of human interaction while solving exceptional challenges that you won’t find anywhere else.

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 🚀