Directly manage a team of LE Ops agents (FTE and BPO leads), including goal-setting, performance management, coaching, and career development
Own queue health and operational performance for a major slice of LE work (e.g., U.S. content requests, international requests, preservation & emergency), delivering on SLA, quality, and compliance targets
Design and maintain standard operating procedures, playbooks, and training for your area (onboarding, recurrent training, updates for new laws/tooling)
Partner with Legal, Policy, Privacy Eng, and Safety to implement new legal or regulatory requirements (e.g., DSA/OSA, CLOUD Act, preservation, automation changes) into day-to-day workflows
Work with Privacy Engineering and tooling teams to scope, test, and roll out automation and new LE tools, reducing manual handling of PII and error rates
Lead incident-driven and media-sensitive workstreams (e.g., missing-minor cases, SIEs tied to LE requests), ensuring tight coordination with Critical Harms, Comms, and Public Policy teams
Own metrics, dashboards, and reviews for your domain: volumes, turnaround, QA trends, rework, and capacity planning; present findings and plans to LE Engagement and Legal/Public Policy leadership
Contribute to multi-year roadmap and headcount planning for LE Ops (e.g., BPO vs. FTE mix, regional coverage, specialization)
Represent LE Ops in cross-functional strategy forums (e.g., LE automation, Trusted Flagger, outreach programs) and help align operational reality with external commitments

Requirements

8+ years in law enforcement response, trust & safety operations, legal operations, or similar, with at least 2+ years people-management experience (direct reports)
Deep familiarity with US and International criminal legal process, ECPA, CLOUD Act, content vs. non-content, emergency disclosures, and cross-border constraints
Proven track record managing an operations queue at scale (high volume, SLA-driven, quality-controlled environment)
Experience building or refining SOPs, training programs, QA frameworks, and operational dashboards
Demonstrated success leading cross-functional projects with Legal, Policy, Eng, and Safety, including change-management and stakeholder alignment
Strong written and verbal communication skills; comfortable presenting to senior leadership and translating nuanced operational risk into clear recommendations

Benefits

Eligible for equity compensation
Benefits as described on https://careers.roblox.com/total-rewards

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

queue managementSOP developmenttraining program designQA frameworkoperational dashboard creationlegal complianceautomation implementationincident managementdata analysiscapacity planning

Soft Skills

people managementcoachingperformance managementgoal-settingcross-functional collaborationstakeholder alignmentcommunicationpresentation skillsproblem-solvingstrategic planning