Empowering creators in a vibrant gaming universe
Roblox is an online gaming and entertainment platform headquartered in South San Mateo, CA, that connects over 200 million monthly active users. The platform empowers its community to create and monetize their own games, with over $500 million paid out to developers in 2022 alone. As a leader in the...
Roblox offers competitive salaries, equity options, generous PTO policies, and a flexible remote work policy to support work-life balance. Employees a...
Roblox fosters a creator-centric culture, encouraging employees to innovate and collaborate while prioritizing user safety. The company values communi...
Roblox • San Mateo, CA, United States
Roblox is hiring a Data Analyst for their Support Programs to analyze and report on operational performance. You'll work with SQL and data visualization tools to deliver insights and recommendations. This role requires experience in data analysis and reporting.
You have a strong background in data analysis, with experience in reporting on operational performance metrics such as CSAT, FCR, AHT, and SLA. You are proficient in SQL and have a knack for data visualization, enabling you to present complex data in an understandable manner. You thrive in collaborative environments, partnering with support leaders to implement data-driven process changes. Your analytical mindset allows you to identify trends and opportunities for improvement, ensuring that the support organization operates at peak efficiency.
Experience with data visualization tools is a plus, as is familiarity with customer support metrics. You are comfortable running pre/post evaluations and experimental analyses to measure the impact of process changes. A background in support operations or customer experience would be beneficial, as it provides context for the metrics you will be analyzing.
In this role, you will own the analysis and reporting of Support Operations performance, delivering weekly and monthly KPI packs for senior leadership. You will partner with support leaders to scope, implement, and measure data-driven process changes, running evaluations to assess their effectiveness. Your insights will directly influence decision-making and strategy within the support organization. You will also be responsible for identifying opportunities through trend and cohort analysis, ensuring that the team continuously improves its performance.
At Roblox, you will be part of a mission-driven team that is dedicated to creating safer and more civil shared experiences for our community. We offer a collaborative work environment where your contributions will have a direct impact on the user experience. You will have opportunities for professional growth and development, as well as the chance to work on unique technical challenges at scale. Join us in shaping the future of human interaction through innovative data solutions.
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