Roblox is looking to solve the problem of understanding and reporting on the Support organization's operational performance to scale Support Operations and elevate customer experience.
Requirements
- Advanced proficiency in SQL, including complex queries, common table expressions, and window functions
- Working knowledge of Git and Python and/or R is highly desirable.
- Strong analytical skills with a track record of using data to inform decision-making and solve complex problems.
- Deep understanding of business operations and the ability to align data strategies with business objectives.
- Expertise in consulting with stakeholders and managing complex projects from inception to completion.
- Strong multitasking and time management skills.
- Minimum of a Bachelor’s degree in technical field / analytical discipline (preferred: Computer Science, Data Analytics, Information Systems, Statistics, Mathematics, Business Analytics or equivalent)
Responsibilities
- Own the analysis and reporting of Support Operations performance; deliver weekly and monthly KPI packs for senior leadership (e.g., CSAT, FCR, AHT, backlog, SLA)
- Partner with Support leaders to scope, implement, and measure data‑driven process changes; run pre/post or experimental evaluations and ship recommendations.
- Identify opportunities through trend and cohort analysis; build business cases and lead cross‑functional initiatives from concept to impact.
- Collaborate with Data Science to define and maintain metric definitions, KPI hierarchies, and analytical guardrails that drive operational excellence
- Design, build, and maintain advanced operational reports and dashboards, delivering critical insights to senior-level management and stakeholders.
- Select and apply the most appropriate analytical methods to assess operations, extract relevant data, and derive actionable insights.
- Monitor industry trends and analytical best practices; incorporate them into our operational strategies and tooling.
Other
- 5+ years in a professional setting, with demonstrated experience in quantitative analysis and complex program management.
- Proven ability to work effectively with cross-functional teams to drive strategic initiatives.
- Minimum of a Bachelor’s degree in technical field / analytical discipline
- Strong preference for an MBA or MS.
- Travel requirements not specified, but role is based at headquarters in San Mateo, CA with onsite presence required Tuesday, Wednesday, and Thursday
