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Sr. Director, Customer Service

BioShock, Borderlands, Battleborn, Civilization, Mafia, NBA 2K, WWE 2K, XCOM… and the list is growing. Since 2K began 13 years ago, we’ve been creating games that we are proud of, and are excited to play ourselves. It’s because of the support of our fans that we are able to innovate, explore new worlds and new ways to tell stories. If we’re being 100 percent honest, a lot of us were fans before we started working here.

As one of the most recognized and respected technology companies in the world today, we strive to hire team members who are customer centric, motivated and who have experiences that bring new perspectives to the company. We seek the best talent and provide experiences to foster a fun and engaging atmosphere. We are looking for team members that are not afraid to learn as well as work hard, while having fun at the same time. We offer an extensive benefits package for full-time employees that includes medical, dental, vision, 401k and ESPP.

SUMMARY:

The Sr. Director, Customer Service drives 2K’s customer support strategy and has input into the strategic direction of the customer experience through management of teams responsible for Pre and Post-Launch product support and technical support for our Customer Service Teams. You will partner on pivotal initiatives and opportunities with key internal partners to drive innovation and solutions for our customers. This role reports to the Head of Operations and has leadership responsibility for Customer Service Managers, External Vendors and the overall Customer Service Team in the US; Madrid, Spain; and Chengdu, China

RESPONSIBILITIES

• Ensure the customer service team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels, and touchpoints in the customer journey
• Enable a two-way stream with customer facing teams through – collecting feedback from customer facing teams to derive meaningful insights for improvements; guiding teams to ensure a customer-centric attitude while supporting new customers or dealing with existing customers, especially guiding the marketing, branding and sales teams to align with the larger CX strategy
• Build and manage a team of Tier 3 CSAs and Specialists with expertise in customer service
• Encourage problem-solving, critical thinking and customer-orientation amongst the team
• Liaise with directors or heads of other teams to ensure they are supported and help them deliver in accordance with the overall customer experience strategy
• Advocate for changes in other departments’ ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience
• Visualize end-user experience and be able to work backwards to plan, strategize and execute CS efforts to deliver great experiences
• Measure and track delivery return on investment on identified transformation opportunities for customer experience along with driving continuous process improvement culture
• Interact at executive/senior management level, proactively advocating for solutions and managing the customer issue process
• Create and implement an analytics strategy for best in class customer service delivery. Use existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/ channels
• Manage budgets with attention to Vendor management/Outsourcing
• Identify performance improvement initiatives and provide strong leadership through 1:1s, effective use of personal development plans and provision of coaching & development opportunities
• Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risks or issues

RESPONSIBILITIES

• Critical thinking to achieve goals and objectives and foresight to future changes
• Interpersonal, networking and influencing champion
• Problem-solving and analytical skills with attention to detail
• Understand business objectives and align CS accordingly
• Analytical and data first approach and an aptitude for technology
• Maintains flexibility and reacts to change appropriately
• Excellent time management skills with a proven ability to meet deadlines
• Proficient with Microsoft Office Suite, G Suite, Zendesk and related software
• Strategically lead and develop the team to enhance performance by setting clear accountable performance measures
• Enhance the First Contact Resolution
• Identify new tools and technologies to better serve the customer
• Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to Senior business partners
• Act as the Voice of the Customer across the organization
• Continually develop improvements and embed successful change projects
• Drive quality and consistency

RESPONSIBILITIES

• Bachelor’s degree in Business or related field; Master’s degree preferred
• Minimum 12 years leadership experience with at least 8 years of direct management of an international team
• Located in or relocate to Las Vegas, NV
• Must have an ability to think strategically, objectively, and effectively translate data into meaningful insights/strategies
• Strong leadership qualities to include having the ability to inspire and develop the team at all levels
• Exceptional customer orientation focus and proven success in creating a superior Customer Experience
• Excellent communication and interpersonal skills; ability to articulate thoughts and ideas clearly and concisely
• A self-starter with a proven record of success in completing key objectives and business initiatives, who takes initiative and pushes through.
• Proactively identify issues and opportunities then take/recommend actions appropriately and timely
• Strong creative problem solving, business judgment and financial acumen are required
• Able to adapt and succeed through ambiguity and competing priorities
• Take initiative within a fast paced, changing environment that is scaling
• Receive and take action on feedback and lessons learned for continuous professional improvement and development

RESPONSIBILITIES

• Travel nationally and internationally up to 25% per year
• Prolonged periods of sitting, standing, working at a computer, moving between different floors, attending meetings, and participating in events
• Able to lift up to 20 pounds at times assisted or unassisted

Please note that 2K Games and its studios never uses instant messaging apps or personal email accounts to contact prospective employees or conduct interviews and when emailing, only use 2K.com accounts.