Vendor Operations Manager, Critical Harms

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.

The Safety Operations team is seeking a dynamic and experienced Vendor Operations Manager to support our Critical Harms team. This role is crucial in ensuring the effective and efficient operations of our vendor teams, who are essential in mitigating critical harms on our platform. You will be responsible for optimizing vendor performance, scaling operational processes and ensuring compliance with our safety standards. The ideal candidate will have a strong background in operations, vendor management and a solid understanding of safety and compliance.

If you have a proven track record of managing BPO vendors in a fast-paced environment and excel at driving operational excellence, we encourage you to apply.

You will report to the Senior Operations Manager, Trust & Safety.

You Will

• Manage BPO vendor relationships ensuring they meet performance expectations for the Critical Harms queue.
• Manage day-to-day vendor operations by promptly responding to inquiries and resolving issues to support vendor teams.
• Drive process improvements and scale vendor operations for efficient critical harm report handling.
• Implement vendor best practices, focusing on quality and efficiency within the Critical Harms queue.
• Collaborate on training programs to equip vendor teams with the knowledge and tools for critical harm content.
• Track vendor performance metrics and proactively identify opportunities to improve vendor support provided to the Critical Harms team
• Produce reports that highlight areas for improvement and challenges related to the Critical Harms queue.
• Ensure vendor operations comply with relevant regulations and policies.
  
  

You Have

• 3+ years of experience managing BPO vendor relationships, specifically within trust and safety or content moderation environments.
• Proven ability to optimize vendor performance through process improvements, training, and performance management.
• Demonstrated experience in scaling operational processes to support high-volume, critical workflows.
• Strong understanding of content moderation workflows, including queue management and efficiency optimization.
• Experience with data analysis and reporting, using KPIs to track vendor performance and identify trends.
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and external vendors.
• A strong understanding of online safety principles and the ability to handle sensitive content with discretion.
• Experience with SLA management and ensuring vendor compliance with company policies and legal regulations.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.out the team and role. Remember to add who the candidate will report to.)
  
  

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.

Annual Salary Range

$141,780—$170,685 USD

Roles that are based in our San Mateo, CA Headquarters are in-office Tuesday, Wednesday, and Thursday, with optional in-office 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 for all candidates during the interview process.