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Customer Experience Group Manager
2 years ago
At Rockstar Games, we create world-class entertainment experiences.
A career at Rockstar Games is about being part of a team working on some of the most creatively rewarding and ambitious projects to be found in any entertainment medium. You would be welcomed to a dedicated and inclusive environment where you can learn, and collaborate with some of the most talented people in the industry.
Rockstar North is seeking a Customer Experience Group Manager to join our global team. This group manages our global customer experience and support teams, systems, and projects to ensure our players receive Rockstar Level support. The ideal candidate will have a background in large team management, taking ownership of critical and complex issue escalations, a passion for technology, experience in change management, and the ability to take initiative in problem solving through data analysis.
This is a full-time permanent position based out of Rockstar’s unique game development studio in the heart of Edinburgh.
WHAT WE DO
- Rockstar Games Support is a team that focuses on enhancing the relationship between our games and our players with a goal of delivering a Rockstar Level support experience.
- We provide value to the Rockstar Games brand by improving the overall customer experience, lowering effort to receive support, and providing practical insight to our product development staff on player reported problems to assist in project prioritization.
- We manage global support operations across multiple languages, channels and locations.
RESPONSIBILITIES
- Direct a group of teams responsible for live service delivery in multiple locations globally.
- Manage, track, advance, and deliver results for key support KPIs and projects related to live agent service delivery.
- Establish and ensure adherence to budgets, schedules, work plans and performance requirements.
- Continuously analyze the support experience delivered by live agents to understand the player experience, identify issues, understand agent performance, and work with senior management to make improvements.
- Change management around adopting new processes and technology.
- Direct resources and coordinate with key vendor partners and in-house staff to improve operations.
- Ensure remote and onsite Support teams have with the tools, information, and support needed to resolve player issues.
- Observe, analyze, and report on areas of responsibility to senior leadership.
- Direct and take responsibility for offsite contact center management to deliver on key results.
QUALIFICATIONS
- 6-8 years of experience in the video game, entertainment, or technology industries.
- 2+ years of experience in leadership and management positions.
- Experience in managing outsource agent vendor partners.
- Proven ability to coordinate projects and drive results among various cultures and locations.
- Understanding of advanced concepts of customer support delivered by agents as well fundamental concepts of customer experience.
- Strong ability to analyze complex data and provide actionable insights.
- Change management experience with implementing new processes, initiatives, philosophies.
- Bachelor’s degree in business, management, or equivalent experience.
SKILLS
- Knowledge of key customer service key metrics (satisfaction, handle time, first contact resolution, etc.).
- Team Management of Up to 500 employees including front line staff, line managers, and mid-level managers.
- Experience managing a remote workforce.
- Strong communication and presentation skills.
- Excel, flow diagramming software, B2C ticketing systems, presentation software.
PLUSES
Please note that these are desirable skills and are not required to apply for the position.
- Experience with agile project management systems such as SCRUM
- Additional experience in social media, knowledge management, workforce management, learning and development, or technology QA.
- Experience administering Knowledge Centered Support/Service.
- Experience with goal setting systems such as OKRs.
ADDITIONAL INFORMATION
- Some travel will be required (approximately 10% or once per quarter).
HOW TO APPLY
Please apply with a CV 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 proud to be an equal opportunity employer, and we are committed to hiring, promoting, and compensating employees based on their qualifications and demonstrated ability to perform job responsibilities.
If you’ve got the right skills for the job, we want to hear from you. We encourage applications from all suitable candidates regardless of age, disability, gender identity, sexual orientation, religion, belief, or race.
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