Manager: Live Agent

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 Games is seeking a Live Agent Manager to join the Customer Experience department at our New York City headquarters. This group manages our global customer experience and support teams, systems, and projects to ensure our players receive excellent support. The ideal candidate will have a background in large team management, 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

• Rockstar Games Support is a team that focuses on enhancing the relationship between our games and our players with the goal of delivering a world class support experience.
• We provide value to the Rockstar Games brand by improving the overall customer experience, lowering effort to receive support, and providing practical insights 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.
• Ensure adherence to budgets, schedules, work plans and performance requirements.
• Analyze the support delivered by live agents to understand the player experience, agent performance, and identify any issues. Follow up with senior management to make improvements.
• Provide change management around 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 the tools, information, and support needed to resolve player issues.
• Direct and take responsibility for offsite contact center management to deliver on key results.
• Work with senior leadership on projects which improve the customer experience, from discovering and planning, to executing the results of projects.

QUALIFICATIONS

• 6-8 years of experience in the video game, entertainment, or technology industries.
• 4+ years of experience in Customer Support.
• 2+ years of experience in leadership and management positions.
• Experience in managing outsource agent vendor partners.
• Knowledge of key customer service key metrics (customer effort score, 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.
• Change management experience with implementing new processes, initiatives, or philosophies.
• Experience in Excel, flow diagramming software, B2C ticketing systems, presentation software.
• Bachelor’s degree in business, management, or equivalent experience.

SKILLS

• Excellent communication and presentation skills.
• Strong ability to analyze complex data and provide actionable insights.
• Proven ability to coordinate projects and drive results among various cultures and locations.
• Experience in Excel, flow diagramming software, B2C ticketing systems, presentation software.

ADDITIONAL INFORMATION

• Some travel may be required (approximately 10% or once per quarter).

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 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, race, or any other protected category.