Senior Product Manager, Conversational Platform

Position: Senior Product Manager, Roblox Conversational Platform
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.

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.

The Conversational Platform team builds the AI-powered support experiences that help players, parents and creators get answers and resolve issues quickly, along with the reusable platform that brings this capability to teams and creators across Roblox.

As Senior Product Manager for Roblox Conversational Platform, you will own the product for all Roblox support experiences and build the conversational intelligence layer that automates customer support at Roblox scale. You will turn that technology into reusable platform components that other teams across the company can adopt, and extend it to our creator community so developers can support their own players with bug reports, feature requests, refunds, and more.

The same platform will also power support for creators on Creator Platform issues. You will lead large, cross-team initiatives, partnering deeply with Engineering, ML, Design, Data Science, Customer Support Operations, and Creator teams, and raise the bar for product excellence across the organization.

You will:

Define and own the end-to-end product strategy for Roblox support experiences across web, mobile, and in-experience surfaces, serving players, parents, and creators.

Build the conversational intelligence layer that automates customer support, including LLM-powered agents, intent understanding, knowledge retrieval, and secure integrations that let agents take action on a user's behalf, such as account recovery, purchase issues, and refunds.

Platformize the technology by designing reusable components such as agent orchestration, knowledge management, tool and action frameworks, evaluation and quality tooling, and human handoff, so other teams across Roblox can build their own conversational experiences on top of it.

Extend the platform to the creator community, giving developers the tools to support their own player base with bug reports, feature requests, refunds, and more.

Bring the platform to creator support, using it to resolve Creator Platform issues for the developers building on Roblox.

Set the quality bar and success metrics, such as automated resolution rate, accuracy, CSAT, time to resolution, and cost per contact, and build the evaluation and experimentation practices to improve them over time.

Partner deeply with Engineering, ML, Design, Data Science, Customer Support Operations, Trust & Safety, Legal, and Creator teams to deliver reliable, safe,…