Product Support Manager, Social Media

We're building the future of entertainment, and our Support Operations team plays a crucial role in ensuring a positive experience for our growing community. We're looking for an experienced Product Support Manager of Social Media to join our Support Operations team and drive social listening and programs to transform the way we service all our users at Roblox. 

You will report to the Senior Manager of Support Operations and work across teams at Roblox to make a step-change in the support experience for all users. This role is pivotal in scaling our support ecosystem to meet the needs of our fast expanding user base. The ideal candidate for this role is a self starter, creative, with the ability to lead multiple initiatives at once. We are looking for someone who is enthusiastic about what we are building at Roblox and who is excited to build world-class support programs.

You Will:

• Strategize & Execute Social Listening and Support Programs: Develop and drive new social media programs from concept to completion, defining objectives, timelines, and success metrics. You'll own detailed project plans, manage execution, build reports and track progress.


• Collaborate Cross-Functionally: Partner seamlessly with Product and Engineering, and align on requirements with other teams in Safety Operations to ensure alignment and smooth execution.


• Manage Risks & Dependencies: Proactively identify, assess, and mitigate potential risks and dependencies across projects to ensure program success and prevent roadblocks.


• Optimize Social Listening & Insights: Continuously refine keywords and queries for social media monitoring to proactively identify customer concerns. You'll prioritize critical insights and collaborate with teams to ensure swift actioning of identified issues.


• Develop Core Workflows: Play a key role in developing and documenting the core processes and workflows for social media listening, from data intake to escalation and resolution.


• Drive Communication & Change: Provide regular updates on program status to stakeholders and develop effective change management plans to ensure smooth transitions for users and internal teams.

You Have: 

• 7+ years of program management experience in a fast-paced technology company, with a focus on customer support or social media operations.


• A proven track record of leading complex, cross-functional programs from start to finish.


• Deep expertise in social media listening and support tools, with the ability to create clear reporting, actionable insights, and effective escalation paths.


• Experience working with online communities and a strong understanding of how to align on requirements with other operational teams.


• A comprehensive understanding of support operations and customer experience principles.


• The ability to thrive in a dynamic, high-growth environment and drive results.