Director of Customer Experience

4 weeks 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 globally, managing a global team, and overseeing forecasting, training, process, budgeting, and agent well-being.

Key Responsibilities
  • Lead live service channel performance globally, ensuring a Rockstar-level support experience for our players.
  • Manage a global team, including frontline staff, line managers, mid-level, and senior managers, to deliver exceptional customer support.
  • Oversee forecasting, training, process, budgeting, and agent well-being to ensure the success of our support operations.
  • Work closely with vendors and BPOs to drive CX KPIs in the right direction.
  • Implement and ensure the success of multiple support strategies contributing to the overall customer experience Rockstar Games players receive.
  • Continuously improve the delivery of business outcomes across the team and the KPIs you are accountable for.
  • Facilitate change management for new processes and technology in a continually evolving environment.
  • Ensure ongoing operations for the day-to-day live support environment and all agent-based player interactions.
Requirements
  • 10+ years of diverse experience in live channel support operations for the video game, entertainment, or technology industries, preferably for a global brand.
  • 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.
  • Understanding of advanced customer experience concepts.
  • Experience delivering a successful live-channel service program focusing on knowledge management principles.
  • Strong ability to analyze complex data, provide actionable insights, and run projects to improve business outcomes.
  • Advanced degree in marketing, business, management, or equivalent experience.
What We Offer

Rockstar Games is committed to creating a work environment that promotes equal opportunity, dignity, and respect. We offer a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.

We are an equal opportunities employer and welcome applications from all suitable candidates regardless of age, disability, gender identity, sexual orientation, religion, belief, race, or any other protected category.

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