Director, CX Self-Serve & Tech Operations at Rockstar Games

Manhattan, New York, United StatesFull-timeCustomer ExperiencePosted 28 days ago

About the Role

At Rockstar Games, we create world-class entertainment experiences.   Become part of a team working on some of the most rewarding, large-scale creative projects to be found in any entertainment medium - all within an inclusive, highly-motivated environment where you can learn and collaborate with some of the most talented people in the industry.  We are seeking a Director of CX Self-Serve and Technical Operations to build and scale the systems, tools, and self-service experiences that power best-in-class player support across Rockstar’s portfolio of games.  This role owns both the player-facing self-service ecosystem and the technical and operational backbone of CX You will ensure players can quickly resolve issues independently while enabling support teams to deliver fast, accurate, and high-quality player support when needed.  This is a full-time, in-office position based out of Rockstar’s NYC headquarters in Downtown Manhattan.   <h4>WHAT WE DO </h4> <ul> <li>The Rockstar Games Customer Experience Team focuses on enhancing the relationship between our games and our players with the goal of delivering a seamless support experience. </li> <li>We provide value to the brand by helping to improve the overall player journey. </li> <li>We lead global support operations across multiple languages, channels, and locations. </li> </ul> <h4>RESPONSIBILITIES </h4> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Define and execute a unified strategy for player self-service and CX technology that balances player satisfaction, speed of resolution, and operational efficiency. </li> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Own the support site, LLM Chatbot, in-game support and self-serve player facing tool. As well as the agent CRM system. </li> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Ensure smooth, tailored user experience with support integrated seamlessly into the player and agent journey.  </li> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Lead gaming-specific chatbot, virtual assistant, and automation strategies for player support while continuously improving AI performance and evaluating emerging technologies. </li> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Maintain high standards for reliability, latency, and performance while ensuring systems are scalable for peak demand.  </li> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Design and standardize workflows for case and ticket management, routing, escalations, and incident handling.  </li> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Align processes across self-serve, live agents, and vendor partners.  </li> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Design self-serve and automation solutions to proactively resolve or prevent issues based on analysis of player pain points.</li> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Ensure agent tools, workflows, and knowledge are in place ahead of releases.  </li> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Quantify impact of CX self-serve initiatives on retention, player satisfaction, and revenue protection.  </li> </ul> <h4>REQUIREMENTS </h4> <ul> <li>10+ years in CX, CX operations, or support technology, preferably in gaming or digital entertainment.</li> <li>Experience supporting live service products or high-scale digital platforms.</li> <li>Deep expertise in self-service, knowledge management, and automation.</li> <li>Strong experience with CX platforms. Zendesk a plus.  </li> <li>Familiarity with game ecosystems (accounts, entitlements, live ops, player lifecycle).</li> <li>Experience partnering with game teams, Product, Engineering, and Live Operations.</li> <li>Strong analytical mindset with experience in experimentation and performance optimization.</li> <li>Proven ability to scale CX operations during launches and high-volume events.</li> <li>Demonstrated success improving player experience while reducing operational costs.</li> </ul> <h4>PLUSES </h4> Please note that these are desirable skills and are not required to apply for the position.  <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Advanced degree in marketing, business, management, or equivalent experience. </li> </ul> <h4>HOW TO APPLY</h4> Please apply with a resume and cover letter demonstrating how you meet the skills above. If we would like to move forward with your application, a Rockstar recruiter will reach out to you to explain next steps and guide you through the process. Rockstar is committed to creating a work environment that promotes equal opportunity, dignity and respect. In line with this commitment, Rockstar will provide reasonable accommodations to qualified job applicants with disabilities during the recruitment process in order for such applicants to be considered for the position for which they are applying, as well as to qualified employees to enable them to perform the essential functions of their roles. If you need more information about Rockstar’s reasonable accommodation policies or process, or need to request an accommodation, please notify your recruiter during the interview process.                              If you’ve got the right skills for the job, we want to hear from you. We encourage applications from all suitable candidates regardless of age, disability, gender identity, sexual orientation, religion, belief, race, or any other protected category. #LI-AP1<div class="content-pay-transparency"><div class="pay-input"><div class="description">The pay range for this position in New York State (inclusive of New York City) at the start of employment is expected to be between the range below* per year. However, base pay offered is based on market location, and may vary further depending on individualized factors for job candidates, such as job-related knowledge, skills, experience, and other objective business considerations.     Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or equity awards, in addition to a full range of medical, financial, and/or other benefits.  Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an "at-will position" and the company reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, company or individual department/team performance, and market factors.</div><div class="title">*NY Base Pay Range</div><div class="pay-range">$137,300—$180,500 USD</div></div></div>

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