Senior Workforce Manager
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.
At Roblox, we are looking for a Senior Workforce Manager to build and drive best-in-class workforce planning strategies across our global vendor network supporting both Customer Support and Moderation. This role will be responsible for establishing foundational WFM programs, owning forecasting and capacity planning, and ensuring our vendor partners are staffed, scheduled, and enabled to meet the evolving needs of a scaled Trust & Safety operation.
Reporting to the Director of Vendor Operations and Enablement, you will collaborate closely with vendor WFM teams, internal operations, policy, quality, and product partners to implement scalable, data-informed workforce processes. This role blends long-term strategic planning with hands-on execution, supporting a fast-moving, high-growth environment and ensuring continuity, efficiency, and service quality across multiple BPO sites and lines of business.
You Will:
- Build and operationalize workforce management programs across Customer Support and Moderation in a vendor-driven environment.
- Own forecasting, capacity planning, and staffing alignment across BPO partners and internal stakeholders.
- Create and maintain models to anticipate demand based on volume trends, policy changes, and seasonal variation.
- Establish vendor-facing standards for scheduling, adherence, shrinkage reporting, and real-time performance.
- Develop dashboards and reporting to monitor workforce efficiency and forecast accuracy.
- Partner cross-functionally to align workforce strategy with operational goals and business continuity planning.
You Have:
- 6+ years of experience in Workforce Management, including at least 3 years in vendor/BPO support or moderation environments.
- Deep understanding of core WFM functions including forecasting, planning, scheduling, and shrinkage management.
- Experience building scalable, data-driven WFM programs in a high-growth or ambiguous environment.
- Proficiency in WFM tools and modeling platforms (e.g., NICE/IEX, Verint, Google Sheets/Excel).
- Strong communication and cross-functional influence skills, especially with operations, vendors, and product stakeholders.
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 as described on this page.
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Roles that are based in an office are onsite Tuesday, Wednesday, and Thursday, with optional presence 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.
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
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Financial and Retirement
Professional Development
Diversity and Inclusion