Head of Customer Support Operations

2 weeks ago

New York, New York, United States Rockstar Games Full time

At Rockstar Games, we are dedicated to crafting exceptional entertainment experiences.

We are seeking a Director of Customer Experience to oversee our global support operations. This pivotal role will be responsible for ensuring that our players receive a top-tier support experience. The ideal candidate will possess extensive experience in managing multi-functional teams, particularly in large-scale contact center environments, live channel operations, and workforce management. A profound understanding of 24/7 global live service entertainment products and modern contact center practices is essential for achieving optimal business outcomes while catering to a diverse and dynamic workforce.

A thorough grasp of the support technology landscape is crucial to enhancing the player experience.
WHAT WE DO

  • The Rockstar Games Customer Experience Team is committed to strengthening the connection between our games and players, aiming to deliver an unparalleled support experience.
  • We enhance the Rockstar Games brand by improving the overall player journey.
  • We manage global support operations across various languages, channels, and locations.
RESPONSIBILITIES
  • Oversee live service channel performance on a global scale.
  • Manage a worldwide team responsible for forecasting, training, process optimization, budgeting, and agent welfare.
  • Support team managers globally in delivering live channel services, operations, and agent support.
  • Collaborate with other Customer Experience team members to achieve departmental objectives and initiatives.
  • Work closely with vendors and BPOs to enhance CX KPIs consistently.
  • Implement and ensure the success of various support strategies that contribute to the overall customer experience.
  • Continuously enhance business outcomes across the team and the KPIs for which you are accountable.
  • Facilitate change management for new processes and technologies in a rapidly evolving environment.
  • Ensure the smooth operation of day-to-day live support and all agent-based player interactions.
  • Analyze and report on key areas of responsibility to senior CX leadership.
QUALIFICATIONS
  • 10+ years of diverse experience in live channel support operations within the video game, entertainment, or technology sectors, ideally for a global brand.
  • 5+ years of direct management experience in a customer support capacity.
  • Strong financial acumen and critical thinking skills with accountability for multi-million dollar P&L.
  • Experience in coordinating projects and driving results across various cultures and locations.
  • Understanding of advanced customer experience principles.
  • Proven track record in delivering successful live-channel service programs focused on knowledge management.
  • Ability to analyze complex data, provide actionable insights, and lead projects to enhance business outcomes.
  • Advanced degree in marketing, business, management, or equivalent experience.
SKILLS
  • In-depth knowledge of key customer experience principles and metrics.
  • Experience managing a team of over 400 employees, including frontline staff and management.
  • Proficient in managing a remote workforce.
  • Exceptional communication and presentation skills.
  • Dynamic leadership capabilities.
  • Proficient in Microsoft Office and flow diagramming software, as well as B2C ticketing systems.
PLUSES
  • Advanced degree in marketing, business, management, or a related field.
  • Specific experience in running a contact center for a video game developer or publisher.
  • Experience in implementing and managing custom customer-facing tools.
  • Familiarity with agile project management methodologies such as SCRUM.
  • Experience leading teams in social media, knowledge management, workforce management, learning and development, or technology QA.
  • Familiarity with Knowledge Centered Support / Service.
  • Experience with goal-setting frameworks such as KPIs / OKRs.
HOW TO APPLY

Please submit a resume and cover letter detailing how you meet the qualifications outlined above. If selected for further consideration, a Rockstar recruiter will reach out to discuss the next steps in the process.

Rockstar is committed to fostering a work environment that promotes equal opportunity, dignity, and respect. We will provide reasonable accommodations to qualified applicants with disabilities during the recruitment process.

We welcome applications from all qualified candidates regardless of age, disability, gender identity, sexual orientation, religion, belief, race, or any other protected category.

The pay range for this position in New York State is expected to be between $120,000 and $162,400 USD per year, depending on market location and individual qualifications.

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