Senior Manager, Moderation Escalations

About the role

As a Senior Manager of Moderation Escalations at Roblox, you will play a critical role in ensuring a safe and enjoyable environment for our users. You will lead a dedicated team focused on addressing complex moderation issues and escalations, working closely with various departments to implement effective solutions. Your expertise in conflict resolution and team management will be essential in maintaining the integrity of our platform and enhancing user experience. This position is based in Gurugram, Haryana, India, and offers a unique opportunity to influence the moderation strategy of one of the world's leading online gaming platforms.

Key facts

What you'll do

• Lead and mentor a team of moderation specialists, providing guidance and support to ensure effective handling of escalated cases.
• Develop and implement strategies for improving moderation processes, with a focus on efficiency and user satisfaction.
• Collaborate with cross-functional teams, including product, engineering, and community management, to address and resolve complex moderation issues.
• Analyze trends in user behavior and moderation data to identify areas for improvement and propose actionable solutions.
• Establish and maintain key performance indicators (KPIs) to measure the effectiveness of moderation efforts and team performance.
• Conduct regular training sessions for moderation staff to enhance their skills in conflict resolution and customer service.
• Serve as the primary point of contact for escalated moderation cases, ensuring timely and appropriate resolutions.
• Prepare and present reports to senior leadership on moderation trends, challenges, and successes, providing insights for strategic decision-making.
• Foster a culture of collaboration and continuous improvement within the moderation team, encouraging innovative approaches to problem-solving.
• Stay updated on industry best practices and emerging trends in online safety and moderation, integrating relevant insights into team operations.
• Engage with the Roblox community to gather feedback and insights, using this information to inform moderation policies and practices.
• Participate in the development of community guidelines and policies, ensuring they reflect the values and mission of Roblox.

Requirements

• A minimum of 5 years of experience in moderation, community management, or a related field, with at least 2 years in a leadership role.
• Proven track record of managing teams and driving performance in a fast-paced environment.
• Strong analytical skills, with the ability to interpret data and make data-driven decisions.
• Excellent communication and interpersonal skills, capable of building relationships with diverse stakeholders.
• Experience in conflict resolution and handling sensitive situations with empathy and professionalism.
• Familiarity with online gaming communities and the unique challenges they present regarding moderation and user engagement.

Nice to have

• Experience with online safety policies and practices, particularly in gaming or social media environments.
• Knowledge of data analysis tools and methodologies to assess moderation effectiveness.
• Previous experience working in a technology or gaming company, understanding the nuances of digital platforms.
• Familiarity with legal and regulatory requirements related to online content moderation.
• A passion for gaming and a deep understanding of the Roblox platform and its community.

Skills & tools

• Proficiency in data analysis tools (e.g., Excel, SQL) for reporting and performance tracking.
• Experience with moderation software and tools used in online community management.
• Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Familiarity with customer relationship management (CRM) systems and communication platforms.
• Ability to adapt to new technologies and tools as they emerge in the industry.

Practical notes

• This position may require occasional evening or weekend work to accommodate global team collaboration and community engagement.
• Candidates should be prepared for a thorough interview process, including assessments of leadership and analytical skills.
• Relocation assistance may be provided for candidates moving from outside the Gurugram area.

Join Roblox and be part of a team that is dedicated to creating a safe and engaging environment for millions of users worldwide. If you are passionate about online safety and community management, we encourage you to apply for the Senior Manager, Moderation Escalations position today.

About the company

An online space lets people build and play games. Founded long ago by two creators, it grew into a shared world opened to everyone in the mid 2000s. Now reaching millions each day, it hosts games made by its users. A large share of young American children under sixteen are monthly players here. High daily activity shows a lasting community where creativity and shared play remain central.