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Customer Experience Manager
4 years ago
At Rockstar Games, we create the games we would want to play ourselves.
A career at Rockstar is about being part of a team working on some of the most creatively rewarding, large-scale projects to be found in any entertainment medium. You would be welcomed to a friendly, inclusive environment where you can learn, and collaborate with some of the most talented people in the industry.
Rockstar Games is seeking a Customer Experience Manager to join the department at our New York City headquarters. This group manages our global customer experience and support teams, systems, and projects in order to ensure our players receive Rockstar Level support. The ideal candidate will have a background in 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.
WHAT WE DO
- The Rockstar Customer Experience team connects customers and solutions for any help request related to Rockstar Games.
- We focus on reducing customer effort to resolve problems by sharing knowledge, providing self-service solutions, and responding to support requests with quality on par with the Rockstar Games brand.
- We manage global support operations across multiple languages, channels and locations.
- We work with internal and external partners to drive product and service improvements across all of our games and services.
RESPONSIBILITIES
- Manage, track, advance, and deliver results for key Customer Experience projects.
- Own and improve indicating metrics that are representative of the player experience.
- Analyze changes and trends in player experience to identify potential issues.
- Prioritize, own, and resolve critical player issues.
- Assist in managing and administering core Customer Experience technologies.
- Work with key vendor partners to improve the player experience.
- Implement new technologies and initiatives to amplify the impact of the Customer Experience organization.
- Partner with several departments internally and externally such as QA, Production, Community, Security, Operations, and Marketing to ensure a unified message and vision.
- Communicate frequently with offsite contact centers to keep remote Support teams prepared with the tools needed to resolve customer issues.
- Observe, analyze, and report on areas of responsibility to senior leadership.
QUALIFICATIONS
- 4+ years of work experience in the game, entertainment, or technology industries.
- Bachelor’s degree in technology, data science, business, or equivalent experience.
- Proven ability to coordinate projects and tasks.
- Understanding of customer support and core concepts of customer experience.
- Ability to determine and communicate root cause for player issues.
- Strong analytics experience with matching experience in Excel and flow diagraming.
- Passion for Rockstar Games; deep understanding of the game industry and potential support contact drivers.
SKILLS
- Knowledge of key customer service key metrics (satisfaction, handle time, first contact resolution, etc.).
- Strong communication and presentation skills.
PLUSES
Please note that these are desirable skills and are not required to apply for the position.
- Change management experience with implementing new processes.
- Supporting experience in social media, knowledge management, customer support management, or Tier 3 Customer Support.
- Zendesk knowledge and administration.
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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