Global Support Operations Senior Manager

23 hours ago

Los Angeles, California, United States Riot Games Full time
About the Role

Riot Games is seeking a highly skilled and experienced Senior Manager to lead our Global Player Support Operations team. As a key member of our Operations leadership team, you will be responsible for designing and driving the support vision and strategy, collaborating with cross-functional teams to achieve operational excellence, and building a high-performing team to deliver exceptional player experiences.

Key Responsibilities
  • Develop and Execute Support Strategy: Design and drive the relevant support vision and strategy, collaborating with leadership in Operations, Digital, Product, Engineering, and more to make this vision a reality.
  • Lead and Develop a High-Performing Team: Hire, lead, and develop a diverse, high-performing team, setting up the organization for success through investments in career growth.
  • Improve and Scale Operational Workflows: Improve and scale existing operational workflows via process development, workflow optimization, product and tooling improvements, and automation of manual tasks.
  • Define and Deliver Operational-Level OKRs and Service Levels: Define and deliver on operational-level OKRs and service levels, enabling operational excellence across all aspects of the player journey.
  • Drive Business Reviews and Strategic Initiatives: Drive weekly, monthly, and quarterly business reviews to instill player focus and operational excellence culture across relevant support channels, and define, launch, and execute various strategic initiatives focused on elevating our support response.
  • Collaborate with Cross-Functional Teams: Work with Product, Digital, & Engineering teams to manage, prioritize, and scope tooling requirements and requests from Operations teams.
  • Identify and Escalate Trends and Issues: Set up processes to identify, track, and escalate trends, emerging issues, and product or policy gaps and opportunities.
  • Communicate Program/Project Status: Communicate program/project status succinctly to relevant stakeholders, presenting at the Executive level when required.
Requirements
  • 8+ Years of Senior Operations Management Experience: 8+ years of Senior Operations Management experience running Global Scaled Support Operations.
  • 8+ Years of People Management Experience: 8+ years of people management experience.
  • Operational Improvement Experience: Experience in identifying, managing, and implementing operational improvement initiatives.
  • Critical Thinking and Problem-Solving: Demonstrated record of critical thinking and creative problem solving to address complex, multi-disciplinary challenges.
  • Adaptability and Leadership: Thrives in ambiguity and can adapt and lead through dynamic and fast-paced environments.
Desired Qualifications
  • Experience in Tech or Gaming Industry: Experience working in Tech or the Gaming Industry.
About Riot Games

Riot Games fosters a player and workplace experience that values teamwork, diversity, and inclusion. We are committed to creating a fair and collaborative culture where Rioters treat one another with dignity and respect. We encourage you to read more about our values and our ongoing work to build the most inclusive company in Gaming.

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