Director, Live Agent Delivery

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 Director, Live Agent Delivery to join the Customer Experience team. This role will take ownership of our global live support teams and systems to ensure a Rockstar-level support experience for our players.

The ideal candidate will have experience running multi-functional teams with a focus on large contact center management, live channel operations, and workforce management. The person in this role will need a deep understanding of 24/7 global live service entertainment products and knowledge of modern contact center operations to deliver ever-improving business outcomes while supporting the needs of a vibrant and global workforce. A comprehensive understanding of the support technology landscape and the experience to bring it to bear to create a phenomenal experience for our players are critical. This is a full-time, in-office position based out of Rockstar’s NYC headquarters in Downtown Manhattan. 

WHAT WE DO

• The Rockstar Games Customer Experience Team focuses on enhancing the relationship between our games and our players with the goal of delivering an optimal, Rockstar-level support experience.
• We provide value to the Rockstar Games brand by helping to improve the overall player journey.
• We manage global support operations across multiple languages, channels, and locations.

RESPONSIBILITIES

• Lead live service channel performance globally.
• Manage a global team over-seeing forecasting, training, process, budgeting, and agent well-being.
• Lead and support team managers, throughout the world, responsible for live channel service delivery, live operations, live agents and various supporting services.
• Work in partnership with other Customer Experience team members to deliver departmental goals and projects.
• Work closely with vendors and BPO’s to constantly drive CX KPI’s in the right direction.
• Implement and ensure the success of multiple support strategies contributing to the overall customer experience Rockstar Games players receive.
• Continuously improve the delivery of business outcomes across the team and the KPI’s you are accountable for.
• With a focus on continuous improvement, facilitate change management for new processes and technology in a continually evolving environment.
• Ensure ongoing operations for the day-to-day live support environment and all agent-based player interactions.
• Observe, analyze, and report on areas of responsibility to senior CX leadership.

QUALIFICATIONS

• 10+ years of diverse experience in live channel support operations for the video game, entertainment, or technology industries, preferably for a global brand.
• 5+ years of direct management experience in a customer support role.
• Strong financial acumen, excellent critical thinking skills and commercial understanding with multi-million P&L accountability.
• Experience utilizing outsource agent vendor partners alongside internal resources.
• Proven ability to coordinate projects and drive results among various cultures and locations.
• Understanding of advanced customer experience concepts.
• Experience delivering a successful live-channel service program focusing on knowledge management principles.
• Strong ability to analyze complex data, provide actionable insights, and run projects to improve business outcomes.
• Advanced degree in marketing, business, management, or equivalent experience.

SKILLS

• Knowledge of key customer experience principles and metrics.
• Team Management of 400+ employees including frontline staff, line managers, mid-level and senior managers.
• Experience managing a remote workforce.
• Excellent communication and presentation skills.
• Dynamic leadership skills.
• All Microsoft Office programs and flow diagramming software, B2C ticketing systems.

PLUSES

• Advanced degree in marketing, business, management, or related field.
• Specific experience running contact center for a video game developer/publisher.
• Experience implementing and managing custom customer-facing tools.
• Experience with agile project management systems such as SCRUM.
• Additional experience in leading teams performing social media, knowledge management, workforce