Associate Principal Product Manager, Customer Experience (CX)

At Rockstar Games, we create world-class entertainment experiences. 

Become part of a team working on some of the most rewarding, large-scale creative projects to be found in any entertainment medium - all within an inclusive, highly-motivated environment where you can learn and collaborate with some of the most talented people in the industry.

Rockstar is on the lookout for a talented Product Manager who possesses a passion for gaming and player experience. This is a full-time, in-office position based out of Rockstar’s NYC headquarters in Downtown Manhattan. 

WHAT WE DO

• The Rockstar Games Online Services Team is a passionate development group, focused on growing and maintaining the technology platform that powers Rockstar’s titles and our ability to deliver world-class player experiences.
• The Customer Experience Product Management team focuses on providing technical solutions and tooling for our players and customer support agents to improve the player journey.  
• We enable 24x7 support around the globe for our distributed player base. 

RESPONSIBILITIES

• Understand the Users: Identify the needs of our players and customer support agents across the globe, and define products to solve those needs, leveraging knowledge of the gaming industry and of customer support.
• Drive Strategy & Alignment: Build data-driven justifications for product decisions, including business cases and vendor selection, getting buy-in across leadership, stakeholders, and other teams to execute on your vision.  
• Execute on Multiple Products: Lead every step of the end-to-end product development cycle, starting from conducting effective product discovery across multiple related products to shipping new features on those products and everything along the way. 
• Get Into the Details: Provide feature specification documentation, feature visuals and all other artifacts that help define the appropriate scope, feasibility, and level of effort.  
• Provide Smart Insights: Develop key performance indicators, and leverage data & reporting systems to generate insights on product performance to help influence ongoing priorities and decisions.  
• Create Artifacts: Maintain the documentation, tutorials, and support materials that enable stakeholders to effectively understand and support our products.   

QUALIFICATIONS

• 12+ years of technology product management experience through end-to-end, large volume user-facing product launches.  
• 5+ years’ experience with driving alignment on product roadmaps, including setting overall prioritization and adapting roadmap to emergent and ambiguous signals.
• 5+ years’ experience delivering measurable results on a product or solution with globally distributed users.
• 5+ years’ experience designing 24x7 operational tooling, with responsibility for scalability, reliability, and availability.
• 3+ years’ experience as the primary owner of communications with working groups and leadership on product status and features.
• 3+ years’ knowledge and experience working with external partners and vendors on procurement and solution design. 

SKILLS

• Proficiency in documenting multiple solutions and comparing trade-offs.
• Skilled in drafting product requirements documents & briefs.
• Strong written & verbal executive communication.
• Comfort with learning & solutioning in new technical verticals.
• Experience with user flow visualization.
• Expertise in data analysis, including SQL and user research.
• Demonstrated ability to work well in cross functional discipline team environments.

PLUSES

Please note that these are desirable skills and are not required to apply for the position.

• Deep knowledge of customer support technologies and process, especially those used by the consumer technology, entertainment, and AAA gaming industries.
• Experience working in the AAA games industry.
• Product management experience with web development, content management systems, localization, and generative AI.
• Experience with analytical and visualization tools like Figma, Snowflake, and Tableau.
• Experience with project management methodologies and process improvement.
• Avid gamer with a passion for Rockstar Games titles.  
• Degree in computer science or equivalent experience. 

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.

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