Customer Support Data Analyst

The Trust and Safety Operations team is focused (ok, maybe obsessed) on scaling Roblox’s Operations organization and redefining our customer experience through our multi-year vision and strategy execution.

In this role, you will be reporting to the Senior Director of Support Operations. The Support Operations team provides support to Roblox’s global players, developers, and advertisers. As a Customer Support Data Analyst on the Safety Ops Team, you will play a meaningful role in understanding needs and reporting on the operational performance of the Support organization. You will work with the Senior Director, and product support team to identify areas of opportunity, improve operations and engage with the Data Science teams to launch and pursue experiments to improve all aspects of operational execution and data-driven decision-making.

You Will:

• Lead all aspects of analysis and reporting of Support Operations performance, providing insights and recommendations to senior leadership.
• Collaborate with operational teams to roll out data-driven process changes and evaluate the impact of these changes through meticulous assessment. Collaborate closely with Data Science to define, implement, and refine operational metrics that drive operational excellence.
• Find opportunities for operational improvements through data and trend analysis, develop cases, and lead initiatives to implement these improvements.
• Design, build, and maintain sophisticated operational reports and dashboards, delivering critical insights to senior-level management and partners.
• Keep abreast of industry and market trends related to data-driven decision-making, incorporating best practices into operational strategies.

You Have:

• 5+ years of experience in program management in professional environment
• 5+ years of SQL, including complex queries, common table expressions, and joins; understanding of Git and Python is highly desirable
• Experience working with cross-functional teams including Operations, Product, Engineering and Data Science to align on data strategies, drive critical initiatives and lead projects from inception to completion
• Strong analytical skills with a track record of using data to guide decision-making and solve ambiguous problems
• A Bachelor's degree or equivalent experience in Computer Science, Applied Math, Physics, Engineering, Statistics, Economics or another technical field.

You Are:

• Innovative: You proactively identify emerging risks and execute on out of the box ideas to achieve goals.
• Analytical: Excited to investigate large, ambiguous problems and measure the problems and the solutions.
• Proactive Problem Solver: You anticipate potential problems and take proactive and decisive action to solve them.
• Team-oriented: You lift up your peers and find ways to make the team stronger.