As an AI Workflow Specialist on the Trust & Safety Operations team, you will be the bridge between product, operations, and other relevant teams. You will be required to create workflows, using AI to design, prototype, and scale high‑impact automations. You will translate operational pain points into well‑designed AI workflows, partner closely with product and engineering, and build the evaluation frameworks that ensure these automations are safe, reliable, and measurable.

You Will:

• Partner with the Subject matter experts across the Support Ops and Shared service teams to understand the current gap and brainstorm on the desired solution. 
• Map and document existing workflows to identify high‑leverage automation opportunities and clearly define “current vs. future state.”
• Design AI‑augmented workflows that combine LLM agents, existing rules engines, and human review to improve speed, quality, and consistency 
• Prototype and iterate AI solutions using internal and external (accepted) tooling (e.g., Claude and other LLMs, internal agentic/AI workflow platforms, and Builder AI code intelligence) to turn workflow designs into working agents or automations.
• Define success metrics and evaluation plans (e.g., automation rate, handle time reduction, error/rollback rate, reviewer satisfaction) and build or integrate with eval pipelines to measure agent performance over time.
• Partner with product, engineering, and operations to prioritize use cases, scope requirements, and align AI workflows with product roadmaps and control/compliance expectations.
• Operationalize launches: contribute to playbooks, runbooks, and training so that operations teams can use AI agents confidently and understand when and how to intervene or escalate.
• Continuously improve workflows by monitoring performance, surfacing insights, and iterating on prompts, policies, routing, and UX to keep systems robust as volumes, abuse patterns, and regulations evolve.
• Champion safe and secure AI usage, partnering with security and compliance stakeholders to ensure AI workflows respect data handling, access controls, and regulatory constraints, especially as AI workloads increase.

You Have:

• 5+ years of experience in technical operations, data science/analytics, or product/engineering roles, with at least 2+ years working directly with workflow automation, rules engines, or tooling for operations teams.
• Demonstrated experience designing, implementing, or maintaining complex business workflows 
• Strong technical fluency: comfortable reading and writing simple scripts or code (Python or similar), working with APIs, and collaborating closely with engineers to ship workflow changes and integrations.
• Hands‑on experience with LLM‑based tools (e.g., Claude) or other AI platforms, including prompt design, evaluation, and iteration to improve quality and reliability.
• Strong analytical skills, with experience defining metrics, building dashboards or analyses, and using data to make prioritization and design decisions.
• Excellent cross‑functional communication skills; able to translate between operations, product, engineering, and finance, and to write clear specs, runbooks, and status updates.

Good To Have: 

• Experience in Trust & Safety, compliance, or risk‑sensitive workflows (e.g., safety queues, fraud, government or law enforcement requests, regulatory reporting).
• Prior work evaluating AI agents or automation quality (e.g., building eval suites, gold‑label sets, or reviewer workflows to monitor agent decisions).

Roblox’s Safety Operations team is dedicated to protecting our users and developers from individuals who want to cause harm on our platform, within the online gaming environment. The Moderation Operations team are subject matter experts for content safety policies, and apply their knowledge to empower moderation scale across the Roblox platform. This is a critical team for our users, developers, and creators!

The Product Support Specialist, International & Government Requests role will focus on responding to sensitive government and regulatory requests, collaborating with stakeholders across Public Policy, Legal, and safety leadership, and improving our tooling, processes, and workflows designed to scale Roblox’s compliance with regulatory requirements. This role will report to the moderation operations team manager.

Please note: This role may review graphic, controversial, and sometimes offensive content in line with Roblox’s policies. This role will also require some on-call or shift support.

You will report to the Moderation Product Support team manager.

You will

• Act as policy enforcement subject matter expert and own high-visibility regulatory escalations end-to-end, analyzing and assessing content against Roblox community standards and internal procedure guidelines
• Guide a large team of Roblox Compliance agents and staff, ensuring exceptional customer experience and meeting performance metrics
• Communicate effectively with internal customers (leadership up to Roblox c-suite) and cross-functional stakeholders, performing comprehensive analysis of ambiguous incidents and make business-critical decisions under time constraints;
• Maintain professionalism, confidentiality, and good judgement when handling government requests which may require direct correspondence with regulators;
• Manage, maintain, and develop a highly effective  processes that meets or exceeds relevant service level agreements;
• Coordinate with cross-functional partners and a large team of Roblox moderation agents and their respective staff;
• Implement and maintain standard operating procedures for moderation processes;
• Analyze operational data and conduct root cause analysis to identify trends, bottlenecks, and optimization opportunities, crafting recommendations for improvement;
• Participate in an on-call or shift rotating basis to ensure our team has 24x7 coverage, may include weekends.

You Have:

• 3+ years of experience responding to incidents or escalations at a gaming, social media or other communications platform company.
• Experience managing regulatory requests and responses, or online safety issues in a compliance environment.
• Excellent communication skills to collaborate with cross-functional teams, including company leadership.
• Experience on a trust and safety team and/or have worked closely with policy or content moderation.
• An interest in online safety, policy development, regulations and emerging trends .

As a Quality Analyst, you will support the Quality Manager and the broader team in maintaining quality controls, executing calibration reviews, and ensuring smooth auditing operations with our vendor partners. You will play a crucial role in validating audit accuracy, analysing performance trends, and identifying grading discrepancies, helping to safeguard platform integrity and streamline vendor quality processes.

You Will:

• Assist in executing regular quality compliance reviews and operational audits to ensure vendors adhere to established grading rubrics.
• Conduct daily audits of vendor customer service and moderation audits to verify accuracy and policy alignment.
• Gather, format, and maintain quality performance metrics and audit data to highlight recurring errors or vendor grading drift.
• Support the Lead in coordinating with Moderation, Customer Support, and Global Scaled Operations teams to resolve quality disputes.
• Participate in calibration sessions to ensure consistent interpretation of trust and safety policies across all vendor sites.
• Help test and implement new quality automation tools or auditing platforms introduced by the technical and leadership teams.

You Have:

• 3-5 years of experience in quality assurance, moderation, compliance, or a trust and safety-related role.
• Bachelor's degree or equivalent foundational experience in operational auditing.
• Proficiency in spreadsheet software like Excel or Google Sheets for tracking audit results and basic trend analysis.
• Highly organised with a strong ability to identify subtle discrepancies in moderation decisions and data entries.
• Clear written and verbal communication skills used to document audit findings and provide feedback to vendor teams.
• Ability to troubleshoot routine quality issues and apply policy rubrics to complex user cases independently.
• Capacity to thrive in a fast-paced team setting with the flexibility to adapt to evolving safety policies and global operational needs.

As the Lead for Proactive Moderation Operations, you will own daily operations for our proactive human moderation efforts. You will be Roblox’s subject matter expert for proactive moderation tooling and processes, as well as interpreting grey area policies and detecting/moderating new abuse trends. You will lead a team of content investigators to apply rapid and accurate labels, serving as an expert judge weighing tradeoffs between false positive rates, speed, and urgency. You will work with our moderation team to understand bugs, feature limitations, and feature requests to improve overall operations. 

You will report to the Senior Manager, Moderation Operations.

You Will:

• Lead proactive moderation operations to systematically de-risk Roblox; manage and refine the workflows for our content safety moderation response teams to ensure timely and effective moderation of user-generated content
• Serve as the top subject matter expert for proactive tooling and processes
• Manage a team of content reviewers and work closely with 3rd parties to conduct effective, metrics-driven, content moderation
• Proactively hunt for threats and undetected abuse by leveraging internal data sets, open-source intelligence, and third-parties
• Work with cross-functional teams to identify areas for improvement in our content safety moderation processes, and collaborate to implement solutions that enhance the safety of our users
• Ensure that your team is meeting performance metrics; define goals and provide coaching as required
• Analyze data and provide insights to inform decision-making related to content safety moderation on our platform
• This role requires on-call work at weekends on a rotational basis
• This role involves exposure to graphic and/or objectionable content

You Have:

• Bachelor's degree in business, operations, or a related field
• 5 years of experience in operations management or content moderation, with a focus on content safety moderation workflows and threat hunting.
• 1-2 years managing a team, demonstrating an ability to hire and manage a team
• Strong program management skills, with experience leading projects at scale
• Experience developing processes to improve operational efficiency
• Experience using data to lead decision-making
• Strong collaboration skills, with the ability to work with cross-functional teams, specifically product, engineering, and BPO workforces

Roblox’s Safety Operations team is dedicated to protecting our users from individuals who want to harm others. The Critical Harms Intelligence, Investigations, and Operations (CHIIOPS) team applies subject matter expertise to our highest-level risks, and works with cross-functional partners to identify and mitigate these actors. As part of our commitment to safety, we are looking for a specialist with an investigator’s mindset, skills, and curiosity to investigate and respond to some of our highest-risk escalations. You will work with teams and leaders across the company to quickly and professionally respond to urgent requests for support, and balance competing priorities to get the job done. You will share findings with intel analysts to support behavioral analysis development to help identify risks across the platform. You will report to the Critical Harms, Intelligence, Investigations, and Operations Senior Manager.

Please Note: This role may review graphic, controversial, and sometimes offensive content in line with Roblox’s content moderation practices. 

You Will:

Incident Investigation and Triage

• Lead, own, and drive rapid investigations into critical and complex incidents, including but not limited to threats against child safety, violent extremism, and other high-severity harms.
• Utilize internal tools, data analysis, and open-source intelligence (OSINT) techniques to gather evidence, establish facts, and determine the root cause of incidents.
• Serve as the subject matter expert and primary point of contact for all critical incidents, independently managing communication with executive leadership and cross-functional partners.
• Ensure all investigations are documented thoroughly, accurately, and completed in a timely manner.

Emergency Response and Coordination

• Operate within a 24/7 on-call rotation to respond immediately to high-risk and/or time-sensitive incidents that pose significant risk to users, the platform, or the company.
• Lead and direct incident response efforts, orchestrating cross-functional teams to ensure a unified and effective investigation and remediation.
• Strategically draft and deliver real-time, high-stakes communications and strategic recommendations to executive leadership regarding incident status, impact assessment, and mitigation efforts.
• Architect, own, and continuously iterate on robust incident response playbooks and protocols for various critical harms scenarios.
• Drive detailed post-mortem reviews (Root Cause Analysis), identifying and implementing structural improvements to policy, process, and technology.

You Have:

• A Bachelor's Degree is required, or, in lieu of a degree, a minimum of 5 years of relevant experience in investigations, incident management, and/or policy enforcement on a social platform.
• Extensive experience (5+ years) managing high-pressure, sensitive, and complex investigations with significant independence and minimal supervision.
• Excellent written and verbal communication skills, with the ability to articulate complex technical and sensitive issues clearly to executive audiences and non-technical partners.
• Demonstrated ability to use data analysis, internal dashboards, and investigation tools to support fact-finding. 
• Experience mentoring junior investigators and guiding complex casework.
• Familiarity with online safety issues to include exposure to high-severity risk content is preferred. 
• Strong project management skills, strong prioritization acumen, and the ability to build processes from the ground up.

As a Quality Assurance Lead, you will act as the strategic driver for quality integrity across the vendor network. You are responsible for designing the audit framework, managing senior-level stakeholder relationships, and ensuring that the Quality Assurance team effectively identifies and mitigates risk within vendor operations.

You Will:

• Lead the Audit the Auditor program to ensure global consistency in policy enforcement.
• Serve as the primary point of escalation for complex quality disputes and policy interpretations between Roblox and vendor partners.
• Analyse large-scale quality data sets to provide executive-level insights on vendor performance and platform health.
• Design and implement calibration standards that align vendor quality outcomes with Roblox internal benchmarks.
• Mentor and develop Quality Assurance Associates to improve their technical auditing and analytical capabilities.
• Collaborate with Policy and Product teams to ensure quality rubrics are updated in real-time as platform features evolve.

You Have:

• At least 5 years of experience in operations, quality management, or audit, with at least 3 years in a leadership role within a trust and safety environment.
• Proven track record of managing large-scale BPO quality operations and implementing process improvement frameworks like Lean or Six Sigma.
• Bachelor’s degree in a relevant field; advanced certifications in quality auditing or risk management are preferred.
• Data fluency (Tableau, Looker, or PowerBI) and proficiency in SQL or complex spreadsheet modeling.
• Exceptional negotiation and presentation skills, with the ability to influence senior leadership and external vendor executives.

As an Analyst, Vendor Assurance & Compliance, you will support the Compliance team in maintaining operational controls, executing compliance reviews, and ensuring smooth day-to-day operations with our Vendor partners. You will play a crucial role in data analysis, invoice verification, and user access management, helping to safeguard company assets and streamline vendor processes.

You Will:

• Assist in executing regular compliance reviews and operational audits to ensure vendors adhere to established policies and processes.
• Execute routine user access reviews and handle the day-to-day provisioning/de-provisioning of vendor agents across internal tools, systems, and databases.
• Gather, format, and maintain vendor performance metrics and compliance data. Highlight obvious inefficiencies or recurring errors to the Compliance Lead.
• Assist the Lead in coordinating with Global Scaled Operations, Moderation, Customer Support, Legal, Finance, and Engineering teams on routine operational tasks.
• Help in maintaining the BCP for all the vendors
• Support the testing and implementation of automation initiatives introduced by the technical and leadership teams.

You Have:

• 3-5 years of experience in operations, compliance, audit support, or a trust & safety-related role (experience interacting with vendors or customer service operations is a strong plus).
• Bachelor's degree or equivalent experience (candidates with ISO27001:2022 are preferred)
• High proficiency in spreadsheet software (Excel/Google Sheets) for data tracking and trend analysis. Familiarity with ticketing systems or access management tools is preferred.
• Exceptionally organised and detail-oriented, with a proven ability to spot numerical discrepancies and process errors.
• Clear written and verbal communication skills; ability to document processes clearly and interact professionally with external vendors.
• Proactive mindset with the ability to troubleshoot routine operational issues independently.
• Ability to thrive in a fast-paced, collaborative team setting. Flexibility in working hours to meet global operational needs, with a willingness to support critical incident management if required.

Roblox’s Safety Operations team is dedicated to protecting our users from individuals who want to harm others. The Critical Harms Intelligence, Investigations, and Operations (CHIIOPS) team applies subject matter expertise to our highest-level risks, and works with cross-functional partners to identify and mitigate these actors. As part of our commitment to safety, we are looking for a specialist with an investigator’s mindset, skills, and curiosity to investigate and respond to some of our highest-risk escalations. You will work with teams and leaders across the company to quickly and professionally respond to urgent requests for support, and balance competing priorities to get the job done. You will share findings with intel analysts to support behavioral analysis development to help identify risks across the platform. You will report to the Critical Harms, Intelligence, Investigations, and Operations Manager.

Please Note: This role may review graphic, controversial, and sometimes offensive content in line with Roblox’s content moderation practices. 

You Will:

Incident Investigation and Triage

• Support, then lead, rapid investigations into critical and complex incidents, including but not limited to threats against child safety, violent extremism, and other high-severity harms.
• Utilize internal tools, data analysis, and open-source intelligence (OSINT) techniques to gather evidence, establish facts, and determine the root cause of incidents.
• Act as the primary point of contact for relevant parties across the company, to include company leadership. 
• Ensure all investigations are documented thoroughly, accurately, and completed in a timely manner.

Emergency Response and Coordination

• Operate within a 24/7 on-call rotation to respond immediately to high-risk and/or time-sensitive incidents that pose significant risk to users, the platform, or the company.
• Lead incident response by coordinating cross-functional stakeholders to ensure a unified and effective investigation and response. 
• Draft and deliver real-time, high-stakes communications to leadership regarding incident status, impact assessment, and mitigation efforts.
• Develop, test, and maintain robust incident response playbooks and protocols for various critical harms scenarios. 

• Support detailed post-mortem reviews (Root Cause Analysis) of investigations to identify areas for improvement in process, policy, or technology.

You Have:

• A Bachelor's Degree is required, or, in lieu of a degree, a minimum of 1 year of relevant experience in investigations, incident management, and/or policy enforcement on a social platform.
• Experience managing high-pressure, sensitive, and complex investigations with moderate to high levels of supervision.
• Excellent written and verbal communication skills, with the ability to articulate complex technical and sensitive issues clearly to executive audiences and non-technical partners.
• Demonstrated ability to use data analysis, internal dashboards, and investigation tools to support fact-finding. 
• Familiarity with online safety issues to include exposure to high-severity risk content is preferred. 
• Strong project management skills, strong prioritization acumen, and the ability to build processes from the ground up.
• Bachelor’s degree or equivalent experience.

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

You will be reporting to the Trust & Safety India Operations Manager. The team provides support to Roblox’s global players, developers, and advertisers. As a Product Support Specialist on our Safety Ops Team, you’ll be focused on Escalations, Product Reliability, Process Improvement and Design along with playing a critical role in managing and resolving escalations and high-impact incidents affecting our Roblox users and platform. You will coordinate across multiple teams to ensure rapid response to minimize the impact on customers and business operations, identifying trends, enhancing support processes, improving agent efficiency, and reducing operational costs while maintaining high reliability and service quality.

Additionally, you will serve as a product expert working closely with the PSM team, providing detailed synthesis of new and existing issues our users experience to prioritize and enable engineering teams to improve the platform. 

You Will:

• Coordinate and lead incident response activities for critical and high-severity issues, assemble and manage incident response teams, including representatives from Engineering, Product, and other relevant teams along with assessing incident impact and determining severity levels.
• Take ownership of technical escalations and high-priority incidents related to Roblox Trust & Safety Global Scaled Operations, customers, internal escalations, and high priority BPO agent escalations.
• Proactively identify opportunities to improve support processes, enhance agent efficiency, reduce operating costs, and improve overall customer satisfaction.
• Collaborate with Knowledge Management and Training teams to develop and maintain documentation, training materials, and best practices based on issue trends and resolutions.
• Work with Quality Assurance teams to ensure process adherence, identify areas for improvement in support workflows, and implement quality control measures.
• Contribute to the successful launch of new support streams and initiatives by providing subject matter expertise and process guidance.

You Have:

• 3+ years of experience in a technical support, product support, or related role. Experience in leveraging SQL or Python to problem solve and dashboard can be a plus.
• Strong understanding of customer support principles, methodologies, and best practices.
• Excellent analytical, problem-solving, and troubleshooting skills, with the ability to diagnose and resolve complex technical issues.
• Strong communication skills, both written and verbal, with the ability to convey technical information clearly and concisely to diverse audiences.
• Demonstrated ability to collaborate effectively with cross-functional teams, build relationships, and influence stakeholders.
• Experience with data analysis, reporting, and identifying trends to drive process improvements.
• Familiarity with support ticketing systems, CRM tools, and other relevant support technologies.
• Must be willing to participate in on-call support for incident management issues.

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.
• Data-Driven: Uses data to identify trends, measure results, and drive decision-making

As the Manager of Moderation Escalations, you will architect a world-class global safety program from the ground up. Leading systems and a specialized team that didn't exist two years ago, you’ll hire and mentor specialists to transform escalations into strategic insights and defect reduction initiatives. Partnering with Global Product, Engineering, and Policy, you’ll drive industry-leading responses while serving as the senior moderation lead and mentor for our India organization.

You Will:

• 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.
• 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 of Moderation Escalation Specialists, 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 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.
• This role requires collaboration with team members based in California, USA.
• This role requires on-call work at weekends on a rotational basis.
• This role involves exposure to graphic and/or objectionable content.

You Have:

• Bachelor's degree or equivalent experience in business, operations, or a related field
• 8 years of experience in an operations or policy role in Trust and Safety or content moderation, with a focus on content safety moderation workflows and threat hunting.
• 2-4 years experience 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 to lead decision-making
• Strong collaboration skills, with the ability to work with cross-functional teams, specifically product, engineering, and BPO workforces

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.

The Trust & Safety Operations team safeguards Roblox’s community and creators. Within this organization, our IP and Legal Compliance Operations teams are dedicated to protecting Intellectual Property, ensuring strict regulatory compliance, and facilitating a safe, fair environment for rights holders, developers, and users. We scale Operations and elevate our users’ experience through a multi‑year vision, rigorous execution, and data‑driven decision making.

You will be reporting to the Manager Data Operations and act as the data SME for both IP and Compliance Operations, working closely with other domain-specific data analysts on the team. This position is critical to understanding, optimizing, and reporting on the operational performance of our Intellectual Property enforcement and our Legal Compliance workflows.

You Will:

• Own the analysis and reporting for both Intellectual Property Operations and broader Legal Compliance Workflows. Deliver recurring KPI packs for senior leadership across Safety, Legal, and Developer Relations partners.
• Identify opportunities through trend and cohort analysis; build business cases and lead cross‑functional initiatives from concept to impact.
• Collaborate with Data Science, IP Product, Policy, and Operations teams to define and maintain metric definitions, KPI hierarchies, and analytical guardrails that drive operational excellence in both IP protection and compliance obligations.
• Design, build, and maintain advanced operational reports and dashboards, delivering critical insights on IP enforcement and overall compliance health to senior-level management and cross-functional stakeholders across Operations, Legal, Product, and Engineering.
• Select and apply the most appropriate analytical methods to assess both IP operations and Legal Compliance programs, extract relevant data, and derive actionable insights to ensure we meet all of Roblox's legal and regulatory obligations efficiently and accurately.
• Monitor industry trends in digital rights management, regulatory compliance frameworks, and analytical best practices; incorporate them into our operational data strategies and tooling.

You Have:

• 7+ years of experience in a professional setting, with demonstrated experience in quantitative analysis and complex program management.
• Domain Knowledge: Good understanding of intellectual property operations (like copyrights, trademarks, and Digital Rights Management) and legal compliance processes (such as regulatory response SLAs, privacy operations, or law enforcement guidelines) in the tech industry—either through hands-on experience or by working closely on cross-functional projects.
• Technical Proficiency: Advanced proficiency in SQL, including complex queries, common table expressions, and window functions; working knowledge of Git and Python and/or R is highly desirable.
• Cross-Functional Leadership: Proven ability to work effectively with cross-functional teams (specifically Legal, Product, Engineering, and frontline IP/Compliance Operations) to drive strategic initiatives.
• Problem Solving: Strong analytical skills with a track record of using data to inform decision-making, optimize complex workflows, and solve operational bottlenecks.
• Business Acumen: Deep understanding of business operations and the ability to align data strategies with strict legal, regulatory, and IP business objectives.
• Expertise in consulting with stakeholders and managing complex projects from inception to completion.
• Strong multitasking and time management skills to balance the distinct needs of IP operations and Compliance operations.
• Minimum of a Bachelor’s degree in a technical field / analytical discipline (preferred: Computer Science, Data Analytics, Information Systems, Statistics, Mathematics, Business Analytics or equivalent), with a strong preference for an MBA or MS or equivalent experience

We are looking for a detailed-oriented and proactive Product Support Specialist to own the health and accuracy of our Text Filtering systems. In this role, you will sit at the intersection of Customer Support, Policy, and Engineering.

You will be responsible for ensuring our community remains safe while minimizing friction for our users. You will act as the first line of defense against new trends in policy violations and serve as the primary point of contact for users and developers experiencing filtering issues. If you are passionate about online safety, skilled in Regular Expressions (Regex), and enjoy solving complex linguistic puzzles, this is the role for you.

You will

Manage Incident Resolution & Support

• Handle Inquiries: Respond to user, developer, and internal reports regarding text filtering (both blocking and allowlisting) in a timely, empathetic, and professional manner.
• Resolve Escalations: Investigate false positives and false negatives, addressing user concerns and resolving blocking issues as quickly as possible to maintain a positive user experience.

Filter Optimization & Technical Implementation

• Regex Creation: Create, test, and deploy complex Regular Expressions (Regex) and logic rules to block policy-violating content or allow safe phrases that were inadvertently caught.
• Trend Response: Monitor platform trends and work with the team to adjust filters in real-time to react to new abuse tactics, slang, or bypass methods.
• Engineering Collaboration: Partner closely with the Safety Engineering team to maintain filter health, implement long-term updates, and ensure the stability of the text filter stack.

Participate in Policy & Process Improvement

• Subject Matter Expert (SME): Act as the authority on Roblox Community Guidelines. Use your deep knowledge of policy to make difficult judgment calls on what text should be blocked or allowed.
• Process Operations: Create, document, and optimize workflows to intake and resolve Text Filter escalations from all sources (developers, users, and internal stakeholders).
• Feedback Loop: Analyze support ticket data to identify systemic issues with the filter and propose long-term product improvements.

You have

• 4+ years of experience in Product Support, Trust & Safety, Content Moderation, or a similar operational role within a UGC (User Generated Content) or gaming platform.
• Proficiency in Regular Expressions (Regex) is required. You should be comfortable writing and debugging patterns.
• Excellent written communication skills with the ability to explain complex filtering logic to non-technical users and stakeholders.
• Strong critical thinking skills and the ability to interpret nuance in language, slang, and cultural context to apply safety policies correctly.
• Ability to work in a fast-paced environment where trends change daily; you are comfortable pivoting priorities to address urgent safety concerns.
• Experience in SQL or data analysis tools.
• Fluency in a second language (to assist with international text filtering).
• Previous experience working with developer communities or creator ecosystems.
• Familiarity with JIRA, Zendesk, or similar ticketing and project management tools.

About the Team

At Roblox, our mission is to bring people together through the power of play. As the leading platform for creating and sharing games, we strive to create a safe and inclusive environment for our community. You will help us move away from manual drafting and towards AI-assisted content scaling, setting the standard for how modern Trust & Safety teams operate. We are looking for a highly skilled and passionate individual with a strong background in knowledge management and content moderation to join our team. If you are committed to promoting a positive and secure online experience for our users, then we want you to be a part of our team at Roblox.

You Will:

• Your core responsibility will be to transform complex, legalistic policy language into clear, structured operational instructions for human moderators, leveraging advanced prompt engineering and few-shot learning methodologies.
• Execute Policy Implementation Testing. Before any policy launches, you will test draft guidelines against "Gold Label" (ground truth) data provided by policy partners. You will ensure that new rules score higher than existing baselines on enforceability metrics before approving them for deployment.
• Work closely with Policy Managers and Product Support to translate complex safety philosophies into clear, digestible, and machine-readable logic.
• Ensure all team members have access to accurate and up-to-date information and resources.
• Collaborate with cross-functional teams to identify and address knowledge gaps and improve processes.
• Stay up-to-date on industry trends and best practices in content moderation and trust and safety.
• Monitor and analyze data to identify areas for improvement in knowledge management and content moderation.
• Work closely with the Trust & Safety leadership team to develop and implement policies and procedures to maintain a safe and inclusive environment for our community.
• Collaborate with product and engineering teams to develop tools and resources to enhance the effectiveness of content moderation.

You Have:

Minimum Qualifications:

• You have extensive experience using LLMs to assist in creating technical documentation, knowledge bases, or process guides. You understand prompt engineering, context windows, and how to verify AI outputs for accuracy.
• Proven experience in cross-functional work within T&S, Content Moderation, or complex Customer Support operations.
• You don’t assume a document works because it "reads well." You believe in testing content against reality. You have experience validating processes before deployment.
• Demonstrated ability to manage shifting priorities and handle time-sensitive critical harms launches (e.g., CSAM, Terrorism) with absolute precision.
• You are comfortable looking at Quality Alignment scores and Ops metrics to determine if a policy is successful.

Preferred Qualifications:

• Experience building "Human-in-the-Loop" workflows where AI drafts content and humans validate it.
• Background in Content Strategy, Information Architecture, or Technical Writing in a tech environment.

Roblox’s Safety Operations team is dedicated to protecting our users from individuals who want to harm others. The Critical Harms Intelligence, Investigations, and Operations (CHIIOPS) team applies subject matter expertise to our highest-level risks, and works with cross-functional partners to identify and mitigate these actors. As part of our commitment to safety, we are looking for a specialist with an investigator’s mindset, skills, and curiosity to investigate and respond to some of our highest-risk escalations. You will work with teams and leaders across the company to quickly and professionally respond to urgent requests for support, and balance competing priorities to get the job done. You will share findings with intel analysts to support behavioral analysis development to help identify risks across the platform. You will report to the Critical Harms, Intelligence, Investigations, and Operations Manager.

Please Note: This role may review graphic, controversial, and sometimes offensive content in line with Roblox’s content moderation practices. 

You Will:

Incident Investigation and Triage

• Support, then lead, rapid investigations into critical and complex incidents, including but not limited to threats against child safety, violent extremism, and other high-severity harms.
• Utilize internal tools, data analysis, and open-source intelligence (OSINT) techniques to gather evidence, establish facts, and determine the root cause of incidents.
• Act as the primary point of contact for relevant parties across the company, to include company leadership. 
• Ensure all investigations are documented thoroughly, accurately, and completed in a timely manner.

Emergency Response and Coordination

• Operate within a 24/7 on-call rotation to respond immediately to high-risk and/or time-sensitive incidents that pose significant risk to users, the platform, or the company.
• Lead incident response by coordinating cross-functional stakeholders to ensure a unified and effective investigation and response. 
• Draft and deliver real-time, high-stakes communications to leadership regarding incident status, impact assessment, and mitigation efforts.
• Develop, test, and maintain robust incident response playbooks and protocols for various critical harms scenarios. 

• Support detailed post-mortem reviews (Root Cause Analysis) of investigations to identify areas for improvement in process, policy, or technology.

You Have:

• A Bachelor's Degree is required, or, in lieu of a degree, a minimum of 1 year of relevant experience in investigations, incident management, and/or policy enforcement on a social platform.
• Experience managing high-pressure, sensitive, and complex investigations with moderate to high levels of supervision.
• Excellent written and verbal communication skills, with the ability to articulate complex technical and sensitive issues clearly to executive audiences and non-technical partners.
• Demonstrated ability to use data analysis, internal dashboards, and investigation tools to support fact-finding. 
• Familiarity with online safety issues to include exposure to high-severity risk content is preferred. 
• Strong project management skills, strong prioritization acumen, and the ability to build processes from the ground up.
• Bachelor’s degree or equivalent experience.  

Roblox’s Safety Operations team is dedicated to protecting our users from individuals who want to harm others. The Critical Harms Intelligence, Investigations, and Operations (CHIIOPS) team applies subject matter expertise to our highest-level risks, and works with cross-functional partners to identify and mitigate these actors. As part of our commitment to safety, we are looking for a specialist with an investigator’s mindset, skills, and curiosity to investigate and respond to some of our highest-risk escalations. You will work with teams and leaders across the company to quickly and professionally respond to urgent requests for support, and balance competing priorities to get the job done. You will share findings with intel analysts to support behavioral analysis development to help identify risks across the platform. You will report to the Critical Harms, Intelligence, Investigations, and Operations Senior Manager.

Please Note: This role may review graphic, controversial, and sometimes offensive content in line with Roblox’s content moderation practices. 

You Will:

Incident Investigation and Triage

• Lead, own, and drive rapid investigations into critical and complex incidents, including but not limited to threats against child safety, violent extremism, and other high-severity harms.
• Utilize internal tools, data analysis, and open-source intelligence (OSINT) techniques to gather evidence, establish facts, and determine the root cause of incidents.
• Serve as the subject matter expert and primary point of contact for all critical incidents, independently managing communication with executive leadership and cross-functional partners.
• Ensure all investigations are documented thoroughly, accurately, and completed in a timely manner.

Emergency Response and Coordination

• Operate within a 24/7 on-call rotation to respond immediately to high-risk and/or time-sensitive incidents that pose significant risk to users, the platform, or the company.
• Lead and direct incident response efforts, orchestrating cross-functional teams to ensure a unified and effective investigation and remediation.
• Strategically draft and deliver real-time, high-stakes communications and strategic recommendations to executive leadership regarding incident status, impact assessment, and mitigation efforts.
• Architect, own, and continuously iterate on robust incident response playbooks and protocols for various critical harms scenarios.
• Drive detailed post-mortem reviews (Root Cause Analysis), identifying and implementing structural improvements to policy, process, and technology.

You Have:

• A Bachelor's Degree is required, or, in lieu of a degree, a minimum of 5 years of relevant experience in investigations, incident management, and/or policy enforcement on a social platform.
• Extensive experience (5+ years) managing high-pressure, sensitive, and complex investigations with significant independence and minimal supervision.
• Excellent written and verbal communication skills, with the ability to articulate complex technical and sensitive issues clearly to executive audiences and non-technical partners.
• Demonstrated ability to use data analysis, internal dashboards, and investigation tools to support fact-finding. 
• Experience mentoring junior investigators and guiding complex casework.
• Familiarity with online safety issues to include exposure to high-severity risk content is preferred. 
• Strong project management skills, strong prioritization acumen, and the ability to build processes from the ground up.

We are seeking a highly motivated Senior Analyst, Tools and Systems Administrator to manage the implementation and innovation of tooling initiatives across our Operations teams. In this role, you will join a growing team of administrative, incident management and product support teams in India, providing comprehensive tools and admin support to our global operations teams. You will help build a premier suite of agent tooling by managing systematic changes, identifying improvements, and delivering exceptional customer service.

You Will:

• Administer and configure applications to support 24/7 operations, including Zendesk, Absorb, Qualtrics, JIRA and other 3rd party and internally developed tools.
• Analyze and translate business requirements into technical requirements, coordinating with operations teams to evaluate new functionality and implement tooling.
• Support vendor team onboarding and off-boarding, including account creation, access provisioning, and the setup and troubleshooting of provisioned tools.
• Respond to and resolve ad-hoc tickets from internal and vendor facing teams via Jira, while monitoring Slack pings, emails, and collaborating with global operational teams.
• Work proactively with internal and external teams to identify, analyze, and resolve tool-related issues before problems arise, ensuring all incident management protocols are diligently followed.
• Maintain detailed documentation and provide regular reports on configuration, experience and support activities.

You Have:

• 7+ years of experience in tools and systems administration, focusing heavily on end-user support, alongside 2+ years of experience with CRM, IVR, LMS, Knowledge Management tools, live channel support systems, integrations, and database administration.
• 2+ years of experience owning the end-to-end implementation, instrumentation, and integration of front and back-office applications.
• The ability to use data to identify and lead decision-making for process improvements that enhance operational efficiencies.
• Experience collaborating and communicating technical information clearly to management, product development teams, and both technical and non-technical users.
• Leveraged AI / LLM based tools to solve complex problems.

You Are:

• Analytical & Innovative: You are excited to investigate large, ambiguous problems, measure solutions, and execute out-of-the-box ideas to mitigate emerging risks.
• A Proactive Problem Solver: You anticipate potential problems, take decisive action to solve them autonomously, and prioritize effectively.
• Customer-Focused: You are passionate about delivering exceptional customer service and resolving issues efficiently while managing conflicting priorities for internal and external customers.
• Team-Oriented: You lift up your peers, work effectively as part of a global team, and are able to work flexible hours to adapt to changing priorities.

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

You will be reporting to the Trust & Safety India Operations Manager. The team provides support to Roblox’s global players, developers, and advertisers. As a Product Support Specialist on our Safety Ops Team, you’ll be focused on Escalations, Product Reliability, Process Improvement and Design along with playing a critical role in managing and resolving escalations and high-impact incidents affecting our Roblox users and platform. You will coordinate across multiple teams to ensure rapid response to minimize the impact on customers and business operations, identifying trends, enhancing support processes, improving agent efficiency, and reducing operational costs while maintaining high reliability and service quality.

Additionally, you will serve as a product expert working closely with the PSM team, providing detailed synthesis of new and existing issues our users experience to prioritize and enable engineering teams to improve the platform. 

You Will:

• Coordinate and lead incident response activities for critical and high-severity issues, assemble and manage incident response teams, including representatives from Engineering, Product, and other relevant teams along with assessing incident impact and determining severity levels.
• Take ownership of technical escalations and high-priority incidents related to Roblox Trust & Safety Global Scaled Operations, customers, internal escalations, and high priority BPO agent escalations.
• Proactively identify opportunities to improve support processes, enhance agent efficiency, reduce operating costs, and improve overall customer satisfaction.
• Collaborate with Knowledge Management and Training teams to develop and maintain documentation, training materials, and best practices based on issue trends and resolutions.
• Work with Quality Assurance teams to ensure process adherence, identify areas for improvement in support workflows, and implement quality control measures.
• Contribute to the successful launch of new support streams and initiatives by providing subject matter expertise and process guidance.

You Have:

• 3+ years of experience in a technical support, product support, or related role. Experience in leveraging SQL or Python to problem solve and dashboard can be a plus.
• Strong understanding of customer support principles, methodologies, and best practices.
• Excellent analytical, problem-solving, and troubleshooting skills, with the ability to diagnose and resolve complex technical issues.
• Strong communication skills, both written and verbal, with the ability to convey technical information clearly and concisely to diverse audiences.
• Demonstrated ability to collaborate effectively with cross-functional teams, build relationships, and influence stakeholders.
• Experience with data analysis, reporting, and identifying trends to drive process improvements.
• Familiarity with support ticketing systems, CRM tools, and other relevant support technologies.
• Must be willing to participate in on-call support for incident management issues.

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.
• Data-Driven: Uses data to identify trends, measure results, and drive decision-making

As the Manager of Support Escalations, you will build on a world-class internal escalations team. Leveraging existing vendor expertise and internal systems, you’ll be setting the tone and voice for how we engage with our internal customers. From building policies and procedures for sensitive escalations, to establishing routines on data collection and insights sharing, this role will be pivotal to our growing support ecosystem. We’re not talking about your everyday account issues. You’ll be working with product, legal, developer relations and legal to support the highest profile cases that come through. Our community of internal stakeholders continuously advocate for our customers, and this team is a center point of that.

You will report to the Trust and Safety Operations Manager.

You Will: 

• Build upon and drive a world-class internal escalations and insights program, evolving our escalation systems and engagement methods. 
• Transition the program from transactional response to proactive prevention by identifying root causes of support and economy errors and partnering with cross-functional teams to implement systemic fixes.
• Transform raw escalation data into actionable insights, providing leadership with visibility into emerging trends and the effectiveness of our current policies.
• Partner with Product Support Managers to brainstorm and implement new policies and procedures across support operations derived from internal escalation insights. 
• Ensure industry-leading response times and high-quality resolutions for complex escalations maintaining strict SLAs while upholding the highest standards of accuracy and empathy.
• This role requires collaboration with team members based in California, USA.
• This role requires on-call work and weekends on a rotational basis.

You Have:

• Bachelor's degree or equivalent experience in business, operations, or a related field
• 8 years of experience in an operations leadership role focused on executive, legal, financial or high impact internal escalations.
• 2-4 years experience 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 to lead decision-making
• Strong collaboration skills, with the ability to work with cross-functional teams, specifically product, engineering, and BPO workforces

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.

As a Support Escalations Specialist, you will be an early member of our internal high-stakes response team. Internal Escalations are a critical component of what we do in Support. Our community of internal stakeholders continuously advocate for our customers, and this team is a center point of that. We are building on all the wonderful work being done today, and adding this critical internal support function to bring expertise and ensure the highest level quality and execution.

This isn't your standard customer support role. You will handle the most sensitive and high-risk cases that hit our ecosystem—cases that often have direct visibility from our executive leadership, legal, and product teams. You will be responsible for not only resolving these complex issues but also documenting the "how" and "why" to help us build a proactive, world-class internal operation.

What You’ll Do

• Own and resolve complex escalations involving legal, financial, and executive-level sensitivities with a focus on empathy and extreme accuracy.
• Act as a bridge and support conduit for our current vendor partners and our growing internal team, helping to document processes and workflows.
• You won't just complete tickets. You’ll find out why they happened. You will conduct deep-dive investigations into systemic errors, poor agent behaviors and other gaps, and advocate for fixes.
• Maintain high-integrity data on every case you handle, helping to turn raw ticket information into insights that we share with Product and Engineering teams.
• Partner directly with Product Support, Legal, Ad Ops, Developer Relations and more to provide updates on high-profile cases and emerging trends.

You Have

• 3+ years in a high-tier support, Trust & Safety, or operations role (Executive or Legal escalations experience is a massive plus).
• You enjoy "detective work." You’re comfortable digging through logs and data to find the needle in the haystack.
• You can translate complex customer challenges into clear, concise updates.
• You are comfortable with ambiguity and excited by the challenge of building and partnering with vendor teams to coordinate and execute on tickets.
• Bachelor’s degree in Business, Communications, Operations, or a related field.

You Are

• Discreet & Reliable: You understand the sensitivity of high-risk work and can be trusted with confidential information.
• Proactive: You don’t wait for a manual to be written; you help write it.
• Resilient: You stay calm under pressure, especially when dealing with tight deadlines and high-visibility cases.
• Collaborative: You’re a team player who is happy to mentor vendor partners today and help onboard new internal peers tomorrow.

The Logistics

• This role requires collaboration with team members based in California, USA.
• This role requires on-call work and weekends on a rotational basis to ensure 24/7 coverage for high-priority risks.

As a Social Media Analyst you will be a strategic researcher who uses social data to translate real time and long-term shifts in the perception of Safety, Support and user experiences, and evolving user behaviors into high-level synthesis and escalations that informs Roblox's immediate response and long-term plan and product roadmap. You will leverage sophisticated investigation skills to validate trends online and translate them into meaningful, actionable insights. 

This role will report directly to the Senior Manager, Support Operations and is a full time hybrid position based in our Gurugram, India offices.

Shift: 2pm-10:30pm IST (Cabs will be provided)

You Will:

• Provide Deep-Dive Analysis: Move beyond engagement metrics to perform deep-dive research into specific audience segments 
• Long-term Sentiment Mapping: Track the evolution of platform sentiment over months and years, identifying the root causes of major shifts in user trust or affinity.
• Real-Time Monitoring & Signal Detection: Continuously monitor social platforms, forums, and influential voices for Roblox, our executive leadership, and emerging platform trends.
• Trend Forecasting: Use predictive modeling and social signal detection to forecast "the next big thing" in digital play and social interaction.
• Turn insights into action: by building formalized and detailed analysis into trends, escalations and user behavior on social media and escalating to internal stakeholders to do more detailed, on platform analysis.
• Feature Feedback Loops: Synthesize community feedback into structured "Insights Reports" for Product and Engineering teams to help prioritize the development of new platform features or to iterate and improve on existing.
• Reporting & Strategic Coordination: Develop and maintain digestible dashboards and trackers using data visualization tools to support editorial and leadership teams.
• Advanced Querying: Build and refine complex Boolean queries and "topic clusters" to capture nuanced conversations across fragmented digital spaces.

You Have:

• 5+ years of experience in a fast-paced technology company, with a focus on customer support or social media operations.
• 5+ years of experience leveraging social media and web based content for trends, analysis and insight to enable and inform internal stakeholders.
• A proven track record of supporting complex, cross-functional programs.
• Expertise in social media listening and support tools, with the ability to create clear reporting, actionable insights, and effective escalation paths.
• Experience working with online communities and a strong understanding of how to align on requirements with other operational teams.
• A comprehensive understanding of internal escalations, crisis management and customer experience principles.
• The ability to thrive in a dynamic, high-growth environment and drive results.

As a Workforce Management Analyst, you will be responsible for the end-to-end workforce management lifecycle, including forecasting, scheduling, and real-time monitoring. You ensure that vendor staffing levels are optimized to meet fluctuating volume demands while maintaining cost efficiency and service level targets. You will work closely with the Workforce Management Lead and ensure the strategic vision of workforce management is implemented.

You Will:

• Develop long-term and short-term workload forecasts for moderation and customer support workstreams.
• Create and manage complex staffing models to ensure optimal coverage across global time zones and languages.
• Monitor real-time queue performance and direct vendor partners on intraday adjustments to meet service level agreements.
• Analyse shrinkage, occupancy, and attrition trends to provide recommendations for hiring and training schedules.
• Audit vendor schedule adherence and provides data-driven feedback to vendor leadership regarding staffing gaps.
• Partner with Finance and Operations to align staffing plans with quarterly budget allocations and growth projections.

You Have:

• 5-7 years of experience in workforce management or operational planning, specifically within a high-volume contact center or BPO environment.
• Deep understanding of multi-site operations, omni-channel routing, and the impact of intraday management on operational costs.
• Bachelor’s degree in Mathematics, Statistics, Business Operations, or a related field.
• Mastery of WFM processes and strong modelling in Excel or Google Sheets.
• Ability to translate complex raw data into actionable staffing strategies and efficiency gains.