Senior Manager, Global Player Support (Scaled Operations)

Jun 28, 2024
Los Angeles, United States
... Not specified
... Senior
Full time
... Office work

Player Support at Riot Games is committed to shattering the service expectations of players worldwide, providing millions of players with high-quality support that reflects Riot’s values in every experience we deliver. As a Global Player Support Operations Senior Manager, you will play a pivotal role in building and scaling global support channels and disciplines, including Live Chat and Social. You will also lead Player Support Incident Response and Application Administration functions, which will directly impact the player experience.

The role presents unique opportunities to define the support strategy, create operational processes, build teams, and ensure successful performance outcomes. You will collaborate with other global leaders, internal stakeholders, and outsourced vendor partners to achieve a seamless player experience built for scale. We’re seeking a candidate who is driven and passionate about solving these novel challenges in the gaming industry, has a strong bias toward action, and is excited to work in a player-focused environment.

Responsibilities:

  • Design and drive the relevant support vision and strategy, and collaborate with leadership in Operations, Digital, Product, Engineering, and more to make this vision a reality
  • Hire, lead, and develop a diverse, high-performing team, setting up the organization for success through investments in career growth
  • Improve and scale existing operational workflows via process development, workflow optimization, product and tooling improvements, and automation of manual tasks
  • Define and deliver on operational-level OKRs and service levels, enabling operational excellence across all aspects of the player journey
  • Drive weekly, monthly, and quarterly business reviews to instill player focus and operational excellence culture across relevant support channels
  • Define, launch, and execute various strategic initiatives focused on elevating our support response across our internal teams, customers, and partners
  • Work with Product, Digital, & Engineering teams to manage, prioritize, and scope tooling requirements and requests from Operations teams
  • Set up processes to identify, track, and escalate trends, emerging issues, and product or policy gaps and opportunities
  • Communicate program/project status succinctly to relevant stakeholders, presenting at the Executive level when required

Required Qualifications:

  • 8+ years of Senior Operations Management experience running Global Scaled Support Operations
  • 8+ years of people management experience 
  • Experience in identifying, managing, and implementing operational improvement initiatives
  • Comfortable evaluating tradeoffs between risk reduction, business growth, and player experience
  • Demonstrated record of critical thinking and creative problem solving to address complex, multi-disciplinary challenges
  • Thrives in ambiguity and can adapt and lead through dynamic and fast-paced environments

Desired Qualifications:

  • Experience working in Tech or the 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 the experiences of players, this could be the role for you!

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.

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