Global Vendor Operations Manager, Trust and Safety

Every day, tens of millions of people come to Roblox to explore, create, play, learn, and connect with friends in 3D immersive digital experiences– all created by our global community of developers and creators.

At Roblox, we’re building the tools and platform that empower our community to bring any experience that they can imagine to life. Our vision is to reimagine the way people come together, from anywhere in the world, and on any device. We’re on a mission to connect a billion people with optimism and civility, and looking for amazing talent to help us get there.

A career at Roblox means you’ll be working to shape the future of human interaction, solving unique technical challenges at scale, and helping to create safer, more civil shared experiences for everyone.

We are looking for a Vendor Operations Manager to join our Global Scaled Operations team. This person will manage the operational performance of our global support efforts. If you enjoy working in Trust & Safety operations, collaborating with global teams and want to create the best experience for our community, then this role is for you!

This role is located on-site in San Mateo, CA, and reports to the Senior Operations Manager, Trust & Safety.

You Will:

• Manage the operations of multiple vendor partners in multiple locations.
• Develop partnership with our key vendors
• Ensure adherence of our SLAs and Trust & Safety Policies
• Establish and create a framework for Monthly and Quarterly Business Reviews
• Lead and implement change management processes and stakeholder engagement
• Drive alignment between leadership and stakeholders on staffing efficiencies and strategies
• Support and represent Trust & Safety Operations on escalations involving our vendors and partners
• Work with the global support teams to identify, implement, and track key performance indicators (KPIs).
• Perform comprehensive performance analysis of our vendor partners, using these insights to improve operational efficiency.
• Establish vendor performance governance
• Collaborate cross-functionally to develop core playbooks for Customer Support Vendor Operations Management and establish best practices
• Project manage key initiatives to support the strategic goals of Safety Operations

You Have:

• Minimum of 5 years of experience managing large-scale global vendor operations.
• Ability to work effectively and cross-functionally with all levels of management, both internally and externally
• A passion for data analysis and reporting
• Expertise in process improvement to identify and enhance operational efficiencies.
• Knowledge of CRM and WFM tools
• Project management skills (PMP or other project management certification a plus) For roles that are based at our headquarters in San Mateo, CA: The starting base pay for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, location, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. All full-time employees are also eligible for equity compensation and for benefits.Annual Salary Range$159,870—$184,180 USD

Roles that are based in our San Mateo, CA Headquarters are in-office Tuesday, Wednesday, and Thursday, with optional in-office on Monday and Friday (unless otherwise noted).

You’ll Love:

• Industry-leading compensation package
• Excellent medical, dental, and vision coverage
• A rewarding 401k program
• Flexible vacation policy
• Roflex - Flexible and supportive work policy
• Roblox Admin badge for your avatar

• At Roblox HQ:

  • Free catered lunches five times a week and several fully stocked kitchens with unlimited snacks
  • Onsite fitness center and fitness program credit
  • Annual CalTrain Go Pass

Roblox provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.