Manager, Workforce Management Planning and Strategy

The Roblox Trust and Safety Global Scaled Operations team, is looking for a leader to build our strategic workforce planning. You will lead the efforts in developing our strategic workforce planning approach for our Customer Support and Moderation teams, ensuring the right level of resourcing aligns with our capacity and service-level using partner organizations. This includes evaluation and planning around skills adequacy, workforce distribution, and the use of data to make informed workforce planning decisions. You will also oversee our partner workforce, who provide important player and Roblox community support. Specifically managing and improving our workforce management processes, capacity planning, forecasts, and tools. This visible role impacts the Trust and Safety Operations organization, working with important partners, including Customer Support and Moderation leadership, Finance, Safety Engineering, and Data Science

You will report to the Senior Director of Global Scaled Operations.

You Will:

• Develop and implement workforce planning strategies based on our goals.
• Analyze historical data, trends, business forecasts, and cost of support to predict staffing requirements and deliver lessons learned.
• Define staffing and scheduling policies in collaboration with Customer Support and Moderation leadership per regional employment laws and practices.
• Improve resource allocation to achieve operational efficiency and maintain high-quality service delivery.
• Monitor schedule adherence, identify gaps, and work with management to make real-time adjustments, and real-time metrics to stay within expectations.
• Develop performance metrics and goals to measure workforce performance, capacity planning, and productivity.
• Produce regular reports, post-mortems, and present findings to management, highlighting areas for improvement and applicable insights.
• Be the lead system administrator of Roblox's internal workforce management tools; improve the resource allocation, tracking, and transfer processes.

You Have:

• Experience workforce management, scheduling, forecasting, or related roles in a technical environment (5+ years of related experience).
• Bachelor's degree in Business or a related field.
• Demonstrated experience building trust and influencing teams.
• The ability to interpret data and provide recommendation and guidance.
• Proficiency in workforce management software, scheduling tools, and ticketing systems.
• The ability to collaborate across different teams and levels.
• Effective at managing at senior levels, internal and external to our organization
• Flexibility and adaptability to work in a fast-paced and dynamic environment