Senior Manager, Moderation Escalations

Roblox Corporation

Job Overview

Location

Gurugram, Haryana, India

Job Type

Full-time

Full Job Description

📋 Description

• 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.
• 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.
• 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 management, fostering a culture of high accountability, rapid problem-solving, and continuous learning.
• Transform raw escalation data into actionable insights, providing leadership with visibility into emerging safety trends and the effectiveness of our current policies.
• Partner deeply with Product and Engineering leadership to improve investigation tooling and safety systems, ensuring our technical infrastructure keeps pace with emerging global risks.
• Ensure industry-leading response times and high-quality resolutions for complex safety incidents, maintaining strict SLAs while upholding the highest standards of accuracy and empathy.
• Serve as the senior Moderation lead in our India office, providing strategic guidance, mentorship, and a unified voice for the local moderation organization.
• Champion robust psychological safety and resiliency programs tailored for global teams routinely exposed to graphic or objectionable content in high-urgency and high-visibility situations.
• This role requires collaboration with team members based in California, USA, and other global sites.
• This role requires on-call work at weekends on a rotational basis.
• This role involves exposure to graphic and/or objectionable content.

🎯 Requirements

• Bachelor’s degree in business, operations, or a related field
• Relevant experience in an operations or policy role in Trust and Safety or content moderation, with a focus on incident management
• Relevant experience in managing people to include coaching and development
• Strong program management skills, with experience leading projects at scale
• Experience developing processes to improve operational efficiency
• Experience using data and AI tools to lead and speed up decision-making
• Strong collaboration skills, with the ability to work with cross-functional teams, specifically product, engineering, and BPO workforces

🏖️ Benefits

• 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

Skills & Technologies

Senior

Onsite

Degree Required

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Roblox Corporation

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About Roblox Corporation

Roblox Corporation develops and operates the Roblox online platform where users create, share, and play games and experiences built by its global community. The company offers a game engine, cloud services, and social infrastructure enabling user-generated 3D worlds and virtual economies. Revenue comes from virtual currency sales, advertising, and licensing. Founded in 2004 and headquartered in San Mateo, California, Roblox serves millions of daily active users worldwide across PC, mobile, and console devices.

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