Director, CX Self-Serve & Tech Operations

Rockstar Games

Manhattan, New York, United StatesPosted 5d ago

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Job description

At Rockstar Games, we create world-class entertainment experiences.   Become part of a team working on some of the most rewarding, large-scale creative projects to be found in any entertainment medium - all within an inclusive, highly-motivated environment where you can learn and collaborate with some of the most talented people in the industry.  We are seeking a Director of CX Self-Serve and Technical Operations to build and scale the systems, tools, and self-service experiences that power best-in-class player support across Rockstar’s portfolio of games.  This role owns both the player-facing self-service ecosystem and the technical and operational backbone of CX You will ensure players can quickly resolve issues independently while enabling support teams to deliver fast, accurate, and high-quality player support when needed.  This is a full-time, in-office position based out of Rockstar’s NYC headquarters in Downtown Manhattan.   <h4>WHAT WE DO </h4> <ul> <li>The Rockstar Games Customer Experience Team focuses on enhancing the relationship between our games and our players with the goal of delivering a seamless support experience. </li> <li>We provide value to the brand by helping to improve the overall player journey. </li> <li>We lead global support operations across multiple languages, channels, and locations. </li> </ul> <h4>RESPONSIBILITIES </h4> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Define and execute a unified strategy for player self-service and CX technology that balances player satisfaction, speed of resolution, and operational efficiency. </li> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Own the support site, LLM Chatbot, in-game support and self-serve player facing tool. As well as the agent CRM system. </li> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Ensure smooth, tailored user experience with support integrated seamlessly into the player and agent journey.  </li> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Lead gaming-specific chatbot, virtual assistant, and automation strategies for player support while continuously improving AI performance and evaluating emerging technologies. </li> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Maintain high standards for reliability, latency, and performance while ensuring systems are scalable for peak demand.  </li> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Design and standardize workflows for case and ticket management, routing, escalations, and incident handling.  </li> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Align processes across self-serve, live agents, and vendor partners.  </li> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Design self-serve and automation solutions to proactively resolve or prevent issues based on analysis of player pain points.</li> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Ensure agent tools, workflows, and knowledge are in place ahead of releases.  </li> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Quantify impact of CX self-serve initiatives on retention, player satisfaction, and revenue protection.  </li> </ul> <h4>REQUIREMENTS </h4> <ul> <li>10+ years in CX, CX operations, or support technology, preferably in gaming or digital entertainment.</li> <li>Experience supporting live service products or high-scale digital platforms.</li> <li>Deep expertise in self-service, knowledge management, and automation.</li> <li>Strong experience with CX platforms. Zendesk a plus.  </li> <li>Familiarity with game ecosystems (accounts, entitlements, live ops, player lifecycle).</li> <li>Experience partnering with game teams, Product, Engineering, and Live Operations.</li> <li>Strong analytical mindset with experience in experi

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