Senior Social Media Support Strategist

Roblox

San Mateo, CA

Full Time

Senior

171k-171k

about 1 month 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 interaction by connecting a billion people with optimism and civility, working to create safer, more civil shared experiences for everyone. The Support Operations team plays a crucial role in ensuring a positive experience for the growing community, with a focus on social listening and support programs to transform user service at Roblox.

Key Responsibilities

Strategize & execute social listening and support programs by developing and driving new social media initiatives from concept to completion, defining objectives, timelines, and success metrics.
Own detailed project plans, manage execution, build reports, and track progress.
Collaborate cross-functionally with Product, Engineering, and Safety Operations teams to ensure alignment and smooth execution.
Proactively identify, assess, and mitigate potential risks and dependencies across projects to ensure program success.
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 workflows for social media listening, from data intake to escalation and resolution.
Provide regular updates on program status to stakeholders and develop change management plans for smooth transitions.

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 aligning requirements with operational teams.
A comprehensive understanding of support operations and customer experience principles.
Ability to thrive in a dynamic, high-growth environment and drive results.

Nice to Have

Experience in developing support programs at scale.
Strong analytical skills for social media monitoring and reporting.
Experience in change management and process documentation.

Qualifications

Educational background is not explicitly specified but implied to be relevant to program management and social media support roles.

Benefits & Perks

Annual salary range of $170,690—$203,410 USD.
Eligibility for equity compensation and benefits.
Roles based at headquarters in San Mateo, CA are onsite Tuesday, Wednesday, and Thursday, with optional presence on Monday and Friday.

Working at Roblox

Roblox values diversity and equal employment opportunities, prohibiting discrimination and harassment of any kind. The company emphasizes building a positive, inclusive environment and provides reasonable accommodations during the interview process.

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