Associate Director, Self Service

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 Games is known for creating immersive, high-quality experiences for players around the world. As our games and player base continue to grow, so does the need for seamless internal operations and scalable support infrastructure.

We are seeking an Associate Director, Customer Experience Self-Service to join our team. This role will lead and drive forward improvements to our support website, content, automation, one-to-many publishing, and in-game access to self-service.

This is a full-time, in-office position.

WHAT WE DO

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

RESPONSIBILITIES

• Design, implement, and optimize a comprehensive customer experience self-service strategy to build an effective and intuitive ecosystem.
• Support the creation of high-quality content, including FAQs, help center articles, video tutorials, and interactive guides.
• Evaluate and optimize the performance of self-service channels including websites, mobile apps, chatbots, and interactive voice response systems to reduce customer effort and improve efficiency.
• Partner with product development, marketing, publishing, IT, and customer service teams to secure seamless assimilation of self-help programs at every interaction point in the player journey.
• Track key performance indicators and assist in reducing support ticket volume to evaluate the effectiveness of self-service initiatives and make improvements.
• Identify player difficulties within self-service channels and craft innovative solutions to improve the overall experience.

REQUIREMENTS

• 5+ years of experience in customer experience self-service.
• Experience in project management and a proven track record of achieving goals passionate about improving customer happiness and dedication.
• Strong ability to analyze sophisticated data, provide actionable insights, and run projects to improve business outcomes.
• Experience adapting self-service strategy to evolving customer behaviors, preferences, and industry trends.
• Knowledge of key customer experience principles, guidelines and metrics.
• Experience working with product teams to improve CX tools.
• Microsoft Office suite and flow diagramming software, B2C ticketing systems.
• Experience optimizing customer experience platforms (Zendesk, Salesforce), CRM systems, analytics tools, and other relevant technologies to build and improve self-service functionality.

PLUSES

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

• Advanced degree in marketing, business, management, or equivalent experience.
• Experience working in gaming, live operations, or interactive entertainment.

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.

Rockstar is committed to creating a work environment that promotes equal opportunity, dignity and respect. In line with this commitment, Rockstar will provide reasonable accommodations to qualified job applicants with disabilities during the recruitment process in order for such applicants to be considered for the position for which they are applying, as well as to qualified employees to enable them to perform the essential functions of their roles. If you need more information about Rockstar’s reasonable accommodation policies or process, or need to request an accommodation, please contact the Human Resources Department.

If you’ve got the right skills for the job, we want to hear from you. We encourage applications from all suitable candidates regardless of age, disability, gender identity, sexual orientation, religion, belief, race, or any other protected category.

#LI-FT1

The pay range for this position in New York State (inclusive of New York City) at the start of employment is expected to be between the range below* per year. However, base pay offered is based on market location, and may vary further depending on individualized factors for job candidates, such as job-related knowledge, skills, experience, and other objective business considerations. Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or equity awards, in addition to a full range of medical, financial, and/or other benefits. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an "at-will position" and the company reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, company or individual department/team performance, and market factors.

*NY Base Pay Range

$116,000 - $145,600 USD