Roblox
SeniorManager,ModerationEscalations
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“Senior Manager, Moderation Escalations at Roblox. Skills: Global escalations, Incident management, Safety trends. Build global escalations and insights program. Evolve escalation systems”
What You'll Achieve.
Defect reduction engine; Proactive prevention; High-quality resolutions; Maintain strict SLAs
Industry & Context.
Root cause analysis; Problem-solving; Investigate ambiguous problems; Measure problems and solutions
On-call work at weekends, Exposure to graphic content
What They're Looking For.
Must Have
Bachelor's degree in business, operations, or related field, 6-12 years operations or policy role in Trust and Safety or content moderation, 6+ years experience managing people, Program management skills, Experience developing processes to improve operational efficiency, Experience using data and AI tools, Collaboration skills
What You'll Do.
Build global escalations and insights program
Evolve escalation systems
Command and align distributed teams
Establish 'Follow-the-Sun' operational model
Transition program from transactional response to proactive prevention
Identify root causes of moderation errors
Partner to implement systemic fixes
and lead specialized team
Foster culture of accountability
Transform escalation data into actionable insights
Provide leadership visibility into safety trends
Partner with Product and Engineering leadership
Improve investigation tooling and safety systems
Ensure industry-leading response times
Provide high-quality resolutions for complex safety incidents
Serve as senior Moderation lead in India office
Provide strategic guidance
Champion psychological safety programs
Champion resiliency programs
How You'll Work.
Team & Collaboration
Cross-functional teams; Product leadership; Engineering leadership; Executive Leadership; BPO workforces
Communication Scope
Actionable insights; Leadership visibility
Process & Methodology
Program management, Leading projects at scale
Full Job Description
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. As our Senior Manager of Global Moderation Escalations, you aren't just managing a localized queue—you are the global architect of our crisis and escalation response. Leading highly specialized teams across the US, India, and beyond, you will transform real-time incident management into a proactive, insight-driven safety engine. By bridging Product, Engineering, and Executive Leadership, you will steer the strategy that protects millions of users daily. If you are ready to command a global front-line team and shape the future of online safety, come build with us. You will report to the Senior Manager, Moderation Operations. Build and drive a world-class global escalations and insights program, evolving our escalation systems from v0 into a sophisticated, industry-leading defect reduction engine. Command and align distributed teams across the US, India, and other global regions, establishing a seamless "Follow-the-Sun" operational model. Transition the program from transactional response to proactive prevention by identifying root causes of moderation errors and partnering with cross-functional teams to implement systemic fixes. Recruit, hire, and lead a specialized team for escalation and incident mana
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