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Producer III - Publishing Live Ops, Player Support

The Player Support Producer advocates and helps establish how our players receive support. Your skill and advocacy will help our Support Operations resolve their issues and ensure our players get back in the game as quickly as possible. You will work with Riot games and product teams and partner with a global team of Rioters and Vendor Partners to ensure that Riot is delivering a magical experience to our player's during their support interaction. You will report to a Player Support Manager and will be an important member of the Studios Product team.

Responsibilities:

• Will solely manage partnerships representing Player Support (policy, capabilities, Service level agreements, status) to all levels of team members.
• Help translate team goals by creating rituals, processes, and guidelines for the team to follow.
• Recognize when to pivot due to your intimate understanding of organizational goals.
• Define and manage strategy for areas with moderate scope and complexity in partnership with senior Production.
• Lead team planning and reduce dependencies required for fairly complex projects.
• Partner with appropriate team members to address anything that might affect live operations by using advanced skillset to measure and implement any post delivery requirements.
• Producers will advise Product Leads in evaluating team goals through change management efforts and team level directives.
• Manage dependencies and used risk management techniques, resolve team/project blockers, promotes product outcomes and leads team improvements.
• Collaborate with all levels of team members and partner teams to resolve areas of contention, misalignment, or high-level complexities.
• Developing and implementing Player Support Discipline craft growth programs.
• Be a subject matter expert of their assigned projects in the development of tools.

Required Qualifications:

• 7+ years of professional experience, 4+ dedicated to project/product management experience (in games/software.)
• Shipped or managed customer service of multiple game / software products, preferably in a Gaming environment.
• Worked with products or services with technical and business customers.
• Technical, business or social science background. Degree or relevant experience.

Desired Qualifications:

• Experience with Customer Service industry standard practices, metrics (NPS, wait time), and tooling (Tickets, Live Chat, Internal)
• Experience working with engineering teams directly
• Worked with Agile or similar methodologies with some SCRUM mastery experience.

For this role, you'll find success through craft expertise, a collaborative spirit, and choices that prioritizes the delight of players. We will look at your past studies, experience, and your personal relationship with games. If you embody player empathy and care about the experiences of players, this is the role for you!

Our Perks:

Riot has a focus on work/life balance, shown by our open paid time off policy, in addition to other perks such as flexible work schedules. We offer medical, dental, and life insurance, parental leave for you, your spouse/domestic partner and children and a 401k with company match. Check out our benefits pages for more information.

Riot Games fosters a player and workplace experience that values teamwork embodied by the Summoner's Code and Community Code. Our culture embraces differences as a strength, and our values are the guiding principles for how we approach work. We are committed to putting diversity and inclusion (D&I) at the center of everything we do, and promoting a fair and collaborative culture where Rioters treat one another with dignity and respect. We encourage you to read more about our value of thriving together and our ongoing work to build the most inclusive company in gaming

It's our policy to provide equal employment opportunity for all applicants and members of Riot Games, Inc. Riot Games makes reasonable accommodations for handicapped and disabled Rioters and does not unlawfully discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, handicap, veteran status, marital status, criminal history, or any other category protected by applicable federal and state law, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance relating to an applicant's criminal history (LAMC 189.00).