Customer Experience Director

5 days ago


New York, New York, United States Rockstar Games Full time
About the Role

We are seeking a highly experienced and skilled Director of Customer Experience to join our Support team at Rockstar Games. As a key member of our global support operations, you will be responsible for leading our live service channel performance and managing a global team of support professionals.

Key Responsibilities
  • Lead live service channel performance globally, ensuring a seamless and exceptional player experience.
  • Manage a global team of support professionals, overseeing forecasting, training, process, budgeting, and agent well-being.
  • Collaborate with other Customer Experience team members to deliver departmental goals and projects.
  • Work closely with vendors and BPOs to drive CX KPIs and improve the overall player experience.
  • Implement and ensure the success of multiple support strategies, contributing to the overall customer experience Rockstar Games players receive.
Requirements
  • 10+ years of diverse experience in live channel support operations for the video game, entertainment, or technology industries.
  • 5+ years of direct management experience in a customer support role.
  • Strong financial acumen, excellent critical thinking skills, and commercial understanding with multi-million P&L accountability.
  • Experience utilizing outsource agent vendor partners alongside internal resources.
  • Proven ability to coordinate projects and drive results among various cultures and locations.
What We Offer

As a Director of Customer Experience at Rockstar Games, you will have the opportunity to work on a global scale, leading a team of support professionals and driving the success of our live service channel. You will be part of a dynamic and inclusive environment, where you can learn and collaborate with talented individuals in the industry.

We offer a competitive salary and benefits package, including a bonus and equity awards. If you are a motivated and experienced professional looking to take on a new challenge, we encourage you to apply.



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