What are the responsibilities and job description for the Trust and Safety Operations, Program Manager position at Roblox?
Every day, tens of millions of people from around the world come to Roblox to play, learn, work, and socialize in immersive digital experiences created by the community. Our vision is to build a platform that enables shared experiences among billions of users. This is what's known as the metaverse: a persistent space where anyone can do just about anything they can imagine, from anywhere in the world and on any device. Join us and you'll usher in a new category of human interaction while solving exceptional challenges that you won't find anywhere else.
We're looking for a Trust & Safety Operations Program Manager to work on Moderation QA. This person will use their expertise to ensure the quality of moderation decisions made on the platform. In the course of their work they will design QA programs, audit QA work and use data to drive process and policy improvements.
You will:
- Be an expert on Trust & Safety Ops core workflows and QA workflows
- Design QA programs for emerging workflows and refine those that already exist
- Create and maintain QA documentation
- Onboard new BPOs to our QA processes
- Audit QA work completed by BPOs
- Maintain relationship with BPO partners regarding QA topics
- Approach BPOs and LOBs with cultural sensitivity at the forefront and use this acumen in decision making
- Produce and analyze QA reporting
- Use QA findings to identify pain points and provide feedback on processes, training, documentation and policies and propose improvements
- Represent QA concerns to cross functional partners within Roblox
You'll have:
- B.A. or B.S. degree or equivalent program management experience
- 3 years of experience in program management or QA, preferably within the Trust & Safety space
- Experience working in moderation and collaborating with global teams, multinational vendors & BPOs
- Excellent verbal and written communication skills
- Excellent judgment and the ability to make tough calls in ambiguous situations
- An empathetic approach to dealing with sensitive Trust & Safety concerns
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
- Onsite fitness center and fitness program credit
- Annual CalTrain Go Pass