Customer Experience Director

7 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 leadership team, you will be responsible for leading our global live support teams and systems to deliver an exceptional customer experience for our players.

Key Responsibilities
  • Lead live service channel performance globally, ensuring seamless and efficient support operations across multiple languages, channels, and locations.
  • Manage a global team of over 400 employees, including frontline staff, line managers, mid-level, and senior managers, to deliver business outcomes and improve customer satisfaction.
  • Develop and implement strategies to improve customer experience, including knowledge management, workforce management, and process optimization.
  • Collaborate with cross-functional teams to drive business outcomes and deliver departmental goals and projects.
  • Work closely with vendors and BPOs to drive customer experience KPIs and ensure the success of multiple support strategies.
Requirements
  • 10+ years of 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, with a proven track record of delivering business outcomes and improving customer satisfaction.
  • 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

We offer a competitive salary range of $136,000-$190,000 USD per year, based on market location and individualized factors. Additionally, we provide a comprehensive benefits package, including medical, financial, and other benefits. If you are a motivated and experienced professional looking to join a dynamic and innovative company, please apply with a resume and cover letter demonstrating your skills and experience.



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