Senior Social Media Strategist - Social Listening Programs

Roblox

San Mateo, CA

Full Time

Senior

171k-171k

4 days ago

Job Description

About the Role

Roblox is building the tools and platform that empower a global community of developers and creators to bring any digital experience to life. The company aims to reimagine human connection from anywhere in the world and on any device, with a mission to connect a billion people with optimism and civility. Working at Roblox involves shaping the future of human interaction, solving technical challenges at scale, and creating safer, more civil shared experiences for its growing community. The Support Operations team plays a crucial role in ensuring a positive experience for users, and the company is seeking an experienced Social Media Strategist to drive social listening and support programs to transform user service.

Key Responsibilities

Develop and drive new social media programs from concept to completion, defining objectives, timelines, and success metrics.
Own detailed project plans, manage execution, build reports, and track progress.
Partner seamlessly with Product and Engineering, and align on requirements with other teams in Safety Operations to ensure alignment and smooth execution.
Proactively identify, assess, and mitigate potential risks and dependencies across projects to ensure program success and prevent roadblocks.
Continuously refine keywords and queries for social media monitoring to proactively identify customer concerns.
Prioritize critical insights and collaborate with teams to ensure swift actioning of identified issues.
Develop and document core processes and workflows for social media listening, from data intake to escalation and resolution.
Provide regular updates on program status to stakeholders and develop effective change management plans to ensure smooth transitions for users and internal teams.

Requirements

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

Qualifications

Educational background is not explicitly specified, but extensive program management and social media expertise are required.

Benefits & Perks

Full-time employees are eligible for equity compensation and benefits.
Salary range for roles based at headquarters in San Mateo, CA: $170,690—$203,410 USD.
Roles that are based in the office are onsite Tuesday, Wednesday, and Thursday, with optional presence on Monday and Friday.

Working at Roblox

Roblox provides equal employment opportunities to all employees and applicants, prohibits discrimination and harassment of any type, and offers reasonable accommodations during the interview process.

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