Player Support at Riot Games strives to shatter the service expectations of players worldwide, providing millions of players with high-quality support that echoes Riot’s values in every experience we provide. 

As the Player Support Knowledge & Communications Manager you will be responsible for the quality and effectiveness of our knowledge, communications, and quality assurance programs within Global Player Support. 

In this role you will gain a deep understanding of our players’ support journey and lead knowledge management initiatives to optimize their experience and the time it takes to get them back in the game. This will involve implementing content strategy to support player self-serve, aligning the voice of Player Support, optimizing agent knowledge and implementing KCS, and driving player experience standards through quality assurance practices. In addition, you will help lead the execution of internal knowledge management practices, communication strategy, and change management support within Global Player Support.

Responsibilities:

• Partnering with the Sr. Manager, Knowledge Management, define and implement a holistic strategy, roadmap, and resource model to scale and support our knowledge, communications, and quality assurance programs
• Lead, develop, and scale a high performing team that unlocks knowledge management capabilities and continuously expands our impact
• Provide leadership in aligning the voice of Player Support to the voice of Riot Games; refining external knowledge content, defining social media presence, and calibrating player-facing communication in support of the player experience
• Define and execute internal documentation guidelines, templates, and practices; maintaining internal documents of record for knowledge management and player support including maintaining knowledge sharing platforms
• Define and implement knowledge and communication standards including templatization, knowledge organization, variation of media, and use of knowledge and communication principles
• Leverage content, tooling, audience behavior, and audience sentiment metrics to determine efficacy of the knowledge and communications programs; refining accordingly to exceed performance standards
• Create and maintain a feedback loop with internal stakeholders; sharing performance and behavior trends identified through quality assurance practices
• Maintain currency of knowledge management industry trends and technology, providing consultancy and facilitating workshops to improve knowledge management practices within Player Support
• Provide writing and communication support as needed

Required Qualifications: 

• 7+  years of experience in a knowledge management, organizational learning, or technical writing
• 3+ years of experience in leading knowledge, communications, or talent development teams
• Experience identifying opportunity spaces, defining strategy, aligning vision, and driving deliverable and performance outcomes
• Thrives in ambiguity and can adapt and lead through dynamic environments
• Experience in coaching and developing cross functional teams connected through shared organizational objectives
• Demonstrated ability to lead multiple projects simultaneously, delivering against project requirements and timelines
• Experienced Change Leader and Communications Strategist

Desired Qualifications:

• KCS Certified
• Experience working in the Tech and/or Gaming Industry

For this role, you'll find success through craft expertise, a collaborative spirit, and decision-making that prioritizes the delight of players. We will be looking at your past studies, experience, and your personal relationship with games. If you embody player empathy and care about players' experiences, this could be your role!

Our Perks:

Riot has a focus on work/life balance, shown by our open paid time off policy, in addition to other perks such as flexible work schedules. We offer medical, dental, and life insurance, parental leave for you, your spouse/domestic partner and children, and a 401k with company match. Check out our benefits pages for more information.

Riot Games fosters a player and workplace experience that values teamwork embodied by the Summoner's Code and Community Code. Our culture embraces differences as a strength, and our values are the guiding principles for how we approach work. We are committed to putting diversity and inclusion (D&I) at the center of everything we do, and promoting a fair and collaborative culture where Rioters treat one another with dignity and respect. We encourage you to read more about our value of thriving together and our ongoing work to build the most inclusive company in Gaming.