Senior Manager, Global Player Support Operations

7 days ago

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

Riot Games is seeking a highly 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
  • Strategic Leadership: Develop and execute a comprehensive support strategy that aligns with the company's goals and objectives.
  • Team Management: Hire, lead, and develop a diverse and high-performing team, providing opportunities for career growth and development.
  • Operational Excellence: Improve and scale existing operational workflows, implementing process development, workflow optimization, and automation of manual tasks.
  • Performance Management: Define and deliver on operational-level OKRs and service levels, ensuring operational excellence across all aspects of the player journey.
  • Communication: Drive weekly, monthly, and quarterly business reviews to instill a player-focused and operational excellence culture across relevant support channels.
  • Initiative Management: Define, launch, and execute various strategic initiatives focused on elevating our support response across internal teams, customers, and partners.
  • Collaboration: Work with Product, Digital, and Engineering teams to manage, prioritize, and scope tooling requirements and requests from Operations teams.
  • Issue Management: Set up processes to identify, track, and escalate trends, emerging issues, and product or policy gaps and opportunities.
  • Stakeholder Management: Communicate program/project status succinctly to relevant stakeholders, presenting at the Executive level when required.
Requirements
  • Senior Operations Management Experience: 8+ years of experience running global scaled support operations.
  • People Management Experience: 8+ years of experience in people management.
  • 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: Thrives in ambiguity and can adapt and lead through dynamic and fast-paced environments.
Desired Qualifications
  • Industry Experience: Experience working in the Tech or Gaming industry.

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