Director of Customer Experience

3 weeks ago

New York, New York, United States Rockstar Full time

Rockstar Games Customer Experience Team

We are seeking a highly skilled and experienced professional to join our team as a Director of Customer Experience. This role will be responsible for leading our global live support teams and systems to ensure a world-class support experience for our players.

Key Responsibilities:

  • Lead live service channel performance globally
  • Manage a global team overseeing forecasting, training, process, budgeting, and agent well-being
  • Lead and support team managers 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

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:

  • A comprehensive understanding of the support technology landscape and the experience to bring it to bear to create a phenomenal experience for our players
  • A full-time, in-office position based out of Rockstar's NYC headquarters in Downtown Manhattan
  • A competitive salary and benefits package, including a bonus and/or equity awards

How to Apply:

Please apply with a resume and cover letter demonstrating how you meet the skills above. If we would like to move forward with your application, a Rockstar recruiter will reach out to you to explain next steps and guide you through the process.

Rockstar is committed to creating a work environment that promotes equal opportunity, dignity, and respect. In line with this commitment, Rockstar will provide reasonable accommodations to qualified job applicants with disabilities during the recruitment process in order for such applicants to be considered for the position for which they are applying, as well as to qualified employees to enable them to perform the essential functions of their roles.

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