Customer Experience Manager (Brand Partnerships)

Roblox is seeking a Customer Experience Manager based in India for the Brand Partnerships team, to ensure timely and efficient resolution of brand partnership customer support requests and support needs. This role will be pivotal in maintaining robust support systems for brand partnerships, and troubleshooting across various service requests. This full-time position is based in India, and will report to [Manager, Customer Experience ]

Shift Time: 2:00pm - 10:30pm (Cabs will be provided)t to.)

You Will:

• Coordinate closely with internal teams and cross-functional stakeholders to ensure swift resolution of raised issues while maintaining high standards of partner satisfaction.
• Provide insights and feedback to improve internal tools and processes based on common issues and trends observed in partner support requests.
• Responsible for handling brand partnership inquiries and requests.
• Serve as the primary point of contact for all brand partnership-related customer support requests and troubleshooting: moderation, technical support, product support, etc.
• Facilitate communication with partners to provide excellent customer service and quick resolution.
• Conduct basic research queries to support data analysis for strategic planning and decision-making in partner engagements.
• Perform market research to analyze benchmarks, market sizing, and trends, enhancing the team's understanding of market conditions.
• Monitor project progress, resolve issues, and adapt plans as needed to achieve objectives.
• Support the development and maintenance of relationships with key partners.
• Coordinate with internal and external partners to ensure smooth delivery of projects.
• Track project progress, identify issues, and provide solutions as needed to achieve objectives.
• Help prepare regular reports on partnership performance, customer engagement, and satisfaction.
• Use data and insights to suggest refinements to strategies and optimize partnership outcomes.

You Have:

• Bachelor's degree in business, marketing, or a related field (or equivalent practical experience of 4+ years).
• Proven experience as a Partner Manager, Account Manager, or in a similar role and the proven ability to drive revenue and provide strategic guidance to partners
• Strong project management skills and experience working with data and using it to drive decision-making
• Proficiency in navigating policy and coordinating with cross-functional teams
• Strong communication, presentation, interpersonal and customer service skills at executive levels of an organization.
• The ability to be autonomous and work as part of a team
• Keen interest in using innovative products for driving partner innovation and success