Director of Customer Experience
2 days ago
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 customer experience team, you will be responsible for leading our live service channel performance globally, managing a global team overseeing forecasting, training, process, budgeting, and agent well-being, and working in partnership with other Customer Experience team members to deliver departmental goals and projects.
Responsibilities- Lead live service channel performance globally, ensuring a Rockstar-level support experience for our players.
- Manage a global team responsible for forecasting, training, process, budgeting, and agent well-being.
- Lead and support team managers worldwide responsible for live channel service delivery, live operations, live agents, and various supporting services.
- Work in partnership with other Customer Experience team members to deliver departmental goals and projects.
- 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.
- Observe, analyze, and report on areas of responsibility to senior CX leadership.
- 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.
- Knowledge of key customer experience principles and metrics.
- Team management of 400+ employees, including frontline staff, line managers, mid-level, and senior managers.
- Experience managing a remote workforce.
- Excellent communication and presentation skills.
- Dynamic leadership skills.
- All Microsoft Office programs and flow diagramming software, B2C ticketing systems.
We offer a competitive salary range of $136,000-$190,000 USD per year, based on market location and individualized factors. The total compensation package may also include a bonus and/or equity awards, in addition to a full range of medical, financial, and/or other benefits.
Rockstar Games is committed to creating a work environment that promotes equal opportunity, dignity, and respect. We are an equal opportunity 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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