The posting
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, and helpful support experiences.
- Represent Conversational Platform in senior forums, driving alignment on strategy, tradeoffs, and platform adoption through clear written narratives and data-driven reviews.
You have:
- 5-8+ years of product management experience, with significant time spent on conversational AI, customer support or CX technology, or AI/ML platform products.
- Hands-on experience shipping LLM-powered products in production, such as AI agents, chatbots, retrieval-augmented generation, or classification systems, including how to evaluate and improve model quality over time.
- A proven track record building platforms: reusable APIs, services, or components adopted by multiple internal or external teams.
- Strong technical depth and experience partnering with ML and infrastructure engineers on system architecture, model tradeoffs across quality, latency, and cost, and integrations with backend systems.
- Familiarity with customer support operations and tooling, including ticketing and case management, agent workflows, knowledge bases, and the metrics that drive them.
- Experience operating at a senior scope, setting strategy for a major product area, leading cross-org initiatives, and influencing senior stakeholders.
- Expert written and verbal communication skills, with the ability to build clear narratives, efficiently drive alignment across teams, and make thoughtful, data-informed decisions.
- Bonus: experience building for developer or creator ecosystems, or for products used by younger audiences.
You are:
- Customer-obsessed, with a deep understanding of what it feels like to be a player locked out of an account, a parent with a safety concern, or a creator whose experience is broken, and motivated to resolve their issues quickly and with care.
- A platform thinker who designs for reuse and connects today's support needs to a long-term vision for conversational intelligence across Roblox.
- Safety- and quality-minded, holding a high bar for accuracy, privacy, and responsible AI, and clear on when automation should hand off to a person.
- Comfortable with ambiguity, able to bring structure and clarity to a fast-moving AI space without waiting for perfect information.
- A trusted cross-functional partner who builds strong relationships with Engineering, ML, Design, Data, and Operations teams and works through complex tradeoffs together.
- Calm and decisive under pressure, able to balance short-term execution with long-term strategic bets.
For roles that are based at our headquarters in San Mateo, CA: The starting base pay for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, location, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. All full-time employees are also eligible for equity compensation and for benefits as described on this page.
Annual Salary Range
$280,540—$330,950 USD
Roles that are based in an office are onsite Tuesday, Wednesday, and Thursday, with optional presence on Monday and Friday (unless otherwise noted).
Roblox provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Roblox also provides reasonable accommodations to candidates with qualifying disabilities or religious beliefs during the recruiting process.
For US based roles only, please note the Company may not be able to employ candidates for this role who have United States work authorization related to certain U.S. visa categories, or support future H-1B sponsorship at this time.
