Support analyst h1.location_city

Data Analyst, Support Programs - Support Operations

San Mateo, CA, United StatesFinance & AccountingID: 5603

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 Trust & Safety Operations team safeguards Roblox’s community and creators. We scale Support Operations and elevate our customer experience through a multi‑year vision, rigorous execution, and data‑driven decision making.

You will be reporting to the Manager of Data Operations and act as the Data SME for Support Operations. This position is critical to understanding and reporting on the Support organization's operational performance.

You Will:

• Own the analysis and reporting of Support Operations performance; deliver weekly and monthly KPI packs for senior leadership (e.g., CSAT, FCR, AHT, backlog, SLA)
• Partner with Support leaders to scope, implement, and measure data‑driven process changes; run pre/post or experimental evaluations and ship recommendations.
• Identify opportunities through trend and cohort analysis; build business cases and lead cross‑functional initiatives from concept to impact.
• Collaborate with Data Science to define and maintain metric definitions, KPI hierarchies, and analytical guardrails that drive operational excellence
• Design, build, and maintain advanced operational reports and dashboards, delivering critical insights to senior-level management and stakeholders.
• Select and apply the most appropriate analytical methods to assess operations, extract relevant data, and derive actionable insights.
• Monitor industry trends and analytical best practices; incorporate them into our operational strategies and tooling.

You Have:

• 5+ years in a professional setting, with demonstrated experience in quantitative analysis and complex program management.
• Proven ability to work effectively with cross-functional teams to drive strategic initiatives.
• 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.
• Strong analytical skills with a track record of using data to inform decision-making and solve complex problems.
• Deep understanding of business operations and the ability to align data strategies with business objectives.
• Expertise in consulting with stakeholders and managing complex projects from inception to completion.
• Strong multitasking and time management skills.
• Minimum of a Bachelor’s degree in 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.

You Are:

• Innovative: You proactively identify emerging risks and execute on out of the box ideas to achieve goals.
• Analytical: Excited to investigate and solve large and ambiguous problems using deep quantitative analysis.
• 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.

Roles that are based in an office are onsite Tuesday, Wednesday, and Thursday, with optional presence on Monday and Friday (unless otherwise noted).