About the company
Roblox is building the tools and platform that empower a global community of developers and creators to bring immersive 3D experiences to life. Every day, tens of millions of people come to Roblox to explore, create, play, learn, and connect.
Responsibilities
- Build and drive a world-class global escalations and insights program, evolving our escalation systems from v0 into a sophisticated, industry-leading defect reduction engine.
- Command and align distributed teams across the US, India, and other global regions, establishing a seamless "Follow-the-Sun" operational model.
- Transition the program from transactional response to proactive prevention by identifying root causes of moderation errors and partnering with cross-functional teams to implement systemic fixes.
- Recruit, hire, and lead a specialized team for escalation and incident management, fostering a culture of high accountability, rapid problem-solving, and continuous learning.
- Transform raw escalation data into actionable insights, providing leadership with visibility into emerging safety trends and the effectiveness of our current policies.
- Partner deeply with Product and Engineering leadership to improve investigation tooling and safety systems, ensuring our technical infrastructure keeps pace with emerging global risks.
- Ensure industry-leading response times and high-quality resolutions for complex safety incidents, maintaining strict SLAs while upholding the highest standards of accuracy and empathy.
- Serve as the senior Moderation lead in our India office, providing strategic guidance, mentorship, and a unified voice for the local moderation organization.
- Champion robust psychological safety and resiliency programs tailored for global teams routinely exposed to graphic or objectionable content in high-urgency and high-visibility situations.
Requirements
- Bachelor's degree in business, operations, or a related field.
- Relevant experience in an operations or policy role in Trust and Safety or content moderation, with a focus on incident management.
- Relevant experience in managing people to include coaching and development.
- Strong program management skills, with experience leading projects at scale.
- Experience developing processes to improve operational efficiency.
- Experience using data and AI tools to lead and speed up decision-making.
- Strong collaboration skills, with the ability to work with cross-functional teams, specifically product, engineering, and BPO workforces.
Conditions
- This role requires collaboration with team members based in California, USA, and other global sites.
- This role requires on-call work at weekends on a rotational basis.
- This role involves exposure to graphic and/or objectionable content.