Senior Manager, Moderation Escalations

About Roblox and the Role

Roblox hosts tens of millions of users daily who engage in 3D immersive digital experiences ranging from exploring and playing to creating and learning together. We empower our vast global development community to craft imaginative and diverse experiences across multiple platforms. Our mission is to connect a billion people worldwide with hope and civility, redefining human interaction in the digital era.

The Senior Manager, Moderation Escalations position is a pivotal global leadership role responsible for managing and evolving Roblox's crisis and escalation response system. Leading highly skilled teams across multiple continents, including the US and India, you will transform reactive incident management into a proactive safety engine, collaborating with Product, Engineering, and Executive Leadership to protect millions of users every day.

Key Responsibilities

• Design and advance a cutting-edge global escalations and insights program, evolving it from a basic setup to an advanced system focused on reducing defects.
• Oversee and synchronize distributed moderation teams across various regions with a "Follow-the-Sun" operational approach ensuring continuous coverage.
• Shift the operational focus from reactive incident handling to proactive prevention by analyzing root causes and driving systemic improvements in collaboration with cross-functional partners.
• Recruit, develop, and lead a specialized team tasked with escalation and incident management, fostering a culture emphasizing accountability, swift resolution, and continuous improvement.
• Convert escalation data into strategic insights, equipping leadership with real-time visibility into emerging safety issues and policy effectiveness.
• Collaborate closely with Product and Engineering leaders to enhance investigation tools and safety mechanisms to keep up with global risk landscapes.
• Maintain exceptional response speeds and quality in resolving complex safety cases, ensuring adherence to stringent service-level agreements (SLAs) and empathetic handling.
• Lead moderation efforts strategically at the India office, offering mentorship and representing local moderation teams.
• Promote psychological safety and resilience initiatives tailored to support global teams regularly exposed to distressing or objectionable content during urgent, high-profile incidents.
• Coordinate with teams based in California and other international locations as part of the role’s global scope.
• Participate in rotational weekend on-call duties as part of the escalation response.
• Work environment includes regular exposure to graphic or objectionable material.

Candidate Requirements

• A bachelor's degree in business, operations, or a related discipline is required.
• Proven experience in operations or policy within Trust and Safety or content moderation, with a focus on incident management.
• Demonstrated leadership experience managing teams, including coaching and professional development.
• Strong program management capabilities overseeing complex, large-scale projects.
• Track record in developing efficient operational processes and workflows.
• Competency in utilizing data analytics and AI tools to accelerate informed decision-making.
• Exceptional collaboration skills for cross-functional work with product developers, engineers, and BPO staff.

Work Traits

• Innovation: Eagerness to identify emerging risks and implement creative solutions.
• Analytical Thinking: Excited to dissect large ambiguous problems, measuring both challenges and solutions.
• Proactive Problem Solving: Anticipates challenges and takes decisive actions ahead of time.
• Team Focused: Acts to enhance team strength and support peers.

Additional Information

• Office presence is required onsite Tuesday through Thursday, with optional attendance Monday and Friday.
• This position involves collaboration with colleagues globally including the US.
• Applicants should be aware that this role entails exposure to sensitive and graphic content.
• Rotational weekend on-call responsibilities are part of the job.
• Roblox is committed to equal opportunity, providing accommodations for qualified candidates with disabilities and for religious beliefs during recruitment.
• For US-based applicants, there may be restrictions related to certain visa statuses and sponsorships.