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Senior Program Manager - Player Support Operations - 12 Month Contract

Player Support at Riot Games strives to shatter service expectations of players around the world, providing millions of players with a high quality support that echoes Riot's values in every experience we provide.

As Senior Program Manager, you'll oversee the execution and success of multiple programs that are critical to Global Player Support Operations strategy.

Within this role you will report directly to the Director, Player Support Partner Management based in the Dublin office and is a 12 month contract role.

Responsibilities:

• Be accountable for Global Player Support Operations OKR roadmap delivery including adoption and success criteria as defined by your stakeholders
• Define Rhythm of Business, driving alignment across the Global Player Support pillars across multiple time zones and offices
• Manage prioritization, dependencies and organization for new and existing projects, including KPI/OKR tracking, process improvements and team engagement
• Provide a strategic sounding board for Senior Management inputting on execution of the roadmap and priority focus areas
• Create playbooks and frameworks for successfully running large-cross functional initiatives, demonstrating excellence in application of Project Management concepts and methodologies, and build cohesive working agreements between operations and partner teams
• Directly manage large scale programs and projects that are highly complex & cross functional in nature leveraging a deep skillset and knowledge of different methodologies, to successfully deliver
• Collaborate cross functionally with stakeholders to gather business requirements and define objectives, facilitating a culture of collaboration.
• Create detailed project plans, manage requirements documentation, milestone mapping, roadmaps and release plans
• Identify and monitor risks, define and action on escalation plans rapidly and proactively to prevent or resolve issues
• Communicate succinctly program/project status to relevant stakeholders, presenting at Executive level when required
• Juggle prioritization and resource commitments, identify and get commitment on dependencies, influencing stakeholders from across various business and support functions, eg. Finance, IT, Product
• Travel - once a quarter

Required Qualifications:

• 7+ years of project and/or program management experience at a technology company and/or start up
• Enjoy solving challenging problems, with the ability to turn incomplete, conflicting, or ambiguous inputs into solid action plans
• Experience working in a fast paced customer support environment
• Advanced experience in project and/or program management including agile frameworks
• Project Management Accreditation eg. PMP, Prince2, Certified Scrum Master
• Strong general analytical skills.
• BS/BA Degree

Desired Qualifications:

• Experience with Google apps, JIRA, Tableau

For this role, you'll find success through craft expertise, a collaborative spirit, and choices that focus on your fellow Rioters, who are the customers of your work. Being a dedicated fan of games is not necessary for this position!

Let's Thrive Together:

Because together we are better, we know that fresh and varied perspectives will make us better at what we do, so however you identify and whatever background you bring with you, we're excited to hear from you. Don't be discouraged if you feel you don't meet every one of the requirements for a role, there's always room for growth at Riot. If you spot a role that will make you want to jump out of bed in the morning, we are waiting to hear from you! Don't forget to include a resume. We receive many applications, but we'll notice a fun, well-written intro that shows us you Dare to Dream and Execute with Excellence.