Manager, Learning and Development

3 Months ago • 7-10 Years • Education

Job Summary

Job Description

The Manager, Learning and Development at Riot Games' Global Player Support will lead the L&D team in defining and executing a strategic roadmap for training and development programs. This involves coaching a high-performing team, leveraging metrics to improve program efficacy, partnering cross-functionally to align learning solutions with organizational objectives, and creating and maintaining feedback loops with stakeholders. The role requires experience in end-to-end program design, strategic visioning, and project management within a dynamic environment. Responsibilities include defining and implementing learning strategies, improving existing programs, identifying new initiatives, and communicating program status to executives. The ideal candidate will have a deep understanding of support operations and a passion for connecting learning to performance outcomes.
Must have:
  • 7+ years in L&D
  • 3+ years leading L&D functions
  • End-to-end training program design & execution
  • Strategic visioning & delivery of outcomes
  • Project management & cross-functional collaboration
Good to have:
  • Experience in support operations or L&D within a support organization
  • Managing partner L&D functions & vendor relationships
  • Experience with globally distributed teams
  • Bachelor's/Master's in Education or APTD/CPTD Certification
  • Experience in Tech/Gaming Industry
Perks:
  • Open paid time off policy
  • Flexible work schedules
  • Medical, dental, and life insurance
  • Parental leave
  • 401k with company match

Job Details

Global Player Support at Riot Games strives to shatter the service expectations of players worldwide, providing millions of players with high-quality support that echoes Riot’s values in every experience we provide. 

As the Global Player Support Learning & Development Manager you will lead Global Player Support’s Learning and Development team in defining and executing the evolution of our Learning & Development strategy. This will include fostering a culture of excellence in content design, training program management, facilitation standards, and performance improvement. 

In this role you will gain a deep understanding of our agents’ support journey and lead learning initiatives to optimize their knowledge and capabilities, improve proficiency metrics, and foster behaviors that enable a positive support experience. This will involve defining and executing our Learning & Development strategy, partnering cross-functionally to understand organizational objectives, and effectively connecting learning solutions to performance outcomes.

We’re seeking a candidate who is driven and passionate about connecting learning solutions to results, has a strong bias toward action, and is excited to work in a player-focused environment.

Responsibilities:

  • Partnering with the Sr. Manager, Scaled Operations, define and implement a holistic strategy, roadmap, and resource model to scale, expand, and support our learning and development programs
  • Coach and develop a high performing team that unlocks learning and development capabilities and continuously expands our impact; providing leadership in prioritization, capacity planning, skill advancement, and career development
  • Leverage learning evaluation and production performance metrics to determine efficacy of learning and development programs; refining accordingly to raise the bar of performance outcomes
  • Improve and evolve our current learning and development program offerings, while identifying additional programs of impact and scale
  • Partner cross-functionally to define working agreements, engagement and intake practices, stakeholder requirements, SLA expectations, and objective alignment across the organization
  • Create and maintain a feedback loop with internal stakeholders; sharing process improvement recommendations as identified through gap analysis, collaborating in solutions, and ensuring the execution of resulting learning programs 
  • Communicate program/project status succinctly to relevant stakeholders, presenting at the Executive level when required
  • Maintain currency of Learning and Development industry trends and technology, ensuring Global Player Support’s learning and development organization continuously evolves

Required Qualifications:

  • 7+ years in learning and development functions such as Instructional Design or Training Delivery; or a combination of education and experience
  • 3+ years leading learning and development functions 
  • Demonstrated experience in end-end training program design and execution
  • Demonstrated experience in identifying opportunity spaces, defining strategy, aligning vision, and driving deliverable and performance outcomes
  • Demonstrated ability to lead multiple projects simultaneously, delivering against project requirements and timelines
  • Thrives in ambiguity, can adapt and lead through dynamic environments, and is biased towards action
  • Willingness/capability to travel up to 25%
  • Experienced change leader, facilitator, and communications strategist

Desired Qualifications:

  • 2+ years in support operations or L&D functions within a support organization
  • Experience in managing partner learning and development functions, vendor relationships, and a globally distributed team
  • Bachelors/Masters in Education and/or APTD/CPTD Certification
  • Experience working in the Tech and/or Gaming Industry

For this role, you'll find success through craft expertise, a collaborative spirit, and decision-making that prioritizes the delight of players. We will be looking at your past studies, experience, and your personal relationship with games. If you embody player empathy and care about players' experiences, this could be your role!

 

Our Perks:

Riot focuses on work/life balance, shown by our open paid time off policy and other perks such as flexible work schedules. We offer medical, dental, and life insurance, parental leave for you, your spouse/domestic partner, and children, and a 401k with company match. Check out our for more information.

Riot Games fosters a player and workplace experience that values teamwork embodied by the and . Our culture embraces differences as a strength, and our values are the guiding principles for how we approach work. We are committed to putting diversity and inclusion (D&I) at the center of everything we do, and promoting a fair and collaborative culture where Rioters treat one another with dignity and respect. We encourage you to read more about our value of and our ongoing work to build the .

 

It’s our policy to provide equal employment opportunity for all applicants and members of Riot Games, Inc. Riot Games makes reasonable accommodations for handicapped and disabled Rioters and does not unlawfully discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, handicap, veteran status, marital status, criminal history, or any other category protected by applicable federal and state law. We consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with applicable federal, state and local law, including the California Fair Chance Act, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, and the Washington Fair Chance Act.

Per the Los Angeles County Fair Chance Ordinance, the following core duties may create a basis for disqualifying candidates with relevant criminal histories:

  • Safeguarding confidential and sensitive Company data
  • Communication with others, including Rioters and third parties such as vendors, and/or players, including minors
  • Accessing Company assets, secure digital systems, and networks
  • Ensuring a safe interactive environment for players and other Rioters

These duties are directly related to essential operations, safety, trust, and compliance obligations within our organization. Please note that job duties may evolve based on business needs and additional responsibilities may be assigned as necessary to maintain operational efficiency and security. 

Similar Jobs

CloudLinux - Technical Product Manager

CloudLinux

Warsaw, Masovian Voivodeship, Poland (Remote)
3 Weeks ago
USE Insider - Technical Support Specialist - Istanbul

USE Insider

Istanbul, İstanbul, Türkiye (Hybrid)
8 Months ago
Marsh McLennan - Associate Director, Business Development

Marsh McLennan

Hong Kong (Hybrid)
1 Month ago
Insight Software - Business Analyst - Power BI

Insight Software

London, England, United Kingdom (On-Site)
1 Month ago
Clearwater Analytics - Senior Product Manager - Data Management

Clearwater Analytics

New York, United States (On-Site)
1 Month ago
StudioB - Performance Coach

StudioB

London, England, United Kingdom (On-Site)
3 Months ago
London stock Exchange - Sr. Learning Consultant, Technical Skills Development

London stock Exchange

Taguig, Metro Manila, Philippines (On-Site)
3 Weeks ago
zeta - Associate/Sr. Associate - Learning and Organisational Development

zeta

Bengaluru, Karnataka, India (On-Site)
1 Month ago
BetterMe - Learning & Development Coordinator

BetterMe

Kyiv, Kyiv City, Ukraine (On-Site)
1 Month ago
BetterMe - Learning & Development Specialist

BetterMe

Kyiv, Kyiv City, Ukraine (On-Site)
2 Weeks ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Bright Edge - Database Engineer

Bright Edge

Hyderabad, Telangana, India (Remote)
8 Months ago
Ion - Product Designer - Graduate Development Program

Ion

Pisa, Tuscany, Italy (Hybrid)
3 Months ago
extreme network - HR Business System Analyst (Global)

extreme network

North Carolina, United States (Remote)
8 Months ago
Capgemini - C++ QT Developer

Capgemini

Bengaluru, Karnataka, India (On-Site)
1 Month ago
Technicon design - UI Game Artist

Technicon design

(Remote)
1 Month ago
London stock Exchange - Lead Engineer – Analytics SRE

London stock Exchange

Bengaluru, Karnataka, India (Hybrid)
1 Month ago
Mako IT Lab - Principal Software Engineer

Mako IT Lab

Chennai, Tamil Nadu, India (On-Site)
9 Months ago
EveryMatrix - Trainee Incident Manager

EveryMatrix

Lviv, Lviv Oblast, Ukraine (Hybrid)
2 Months ago
Take-Two Interactive - Site Reliability Engineer I

Take-Two Interactive

Bengaluru, Karnataka, India (Hybrid)
1 Month ago
HHA Exchange - Director, Data Engineering

HHA Exchange

New York, New York, United States (Hybrid)
4 Days ago

Get notifed when new similar jobs are uploaded

Jobs in United States

Condé Nast - Associate Beauty Editor

Condé Nast

New York, United States (On-Site)
1 Month ago
Sleeper - Content Curator (Part-time Contractor)

Sleeper

United States (Remote)
3 Months ago
nissan - Warehouse Operator - Somerset, NJ

nissan

New Jersey, United States (On-Site)
9 Months ago
Ten4 - Sales Account Executive - Gaming

Ten4

Seattle, Washington, United States (On-Site)
9 Years ago
zoox - System Verification & Validation Engineer, Platform Safety Assurance

zoox

Foster City, California, United States (Hybrid)
1 Week ago
Apple - 5G/4G Cellular Layer1 Control Firmware Engineer

Apple

Sunnyvale, California, United States (On-Site)
2 Weeks ago
Aptive - Executive Assistant to the Executive VP and Chief Financial Officer

Aptive

Boston, Massachusetts, United States (On-Site)
1 Month ago
Games For Love - Rewards, Recognition, and Engagement Coordinator

Games For Love

Washington, United States (Remote)
3 Months ago
Evolution  - On-Site Virtual Customer Service Representative

Evolution

Southfield, Michigan, United States (On-Site)
1 Year ago
Intel  - Foundry Automation Database Engineer

Intel

Phoenix, Arizona, United States (On-Site)
1 Week ago

Get notifed when new similar jobs are uploaded

Education Jobs

USE Insider - Senior Learning and Development Specialist

USE Insider

Istanbul, İstanbul, Türkiye (Hybrid)
8 Months ago
Krafton - Gamelab Coach - Studio Supporter Conversion Position (10+ years)

Krafton

Seoul, South Korea (On-Site)
3 Months ago
OKX - Specialist, Learning & Development (Mandarin Speaker)

OKX

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
1 Month ago
SMU Guildhall - Faculty - Video Game Development

SMU Guildhall

Dallas, Texas, United States (On-Site)
9 Months ago
Xsolla - Performance Coach

Xsolla

Los Angeles, California, United States (Remote)
2 Months ago
USE Insider - Learning and Development Specialist (Hybrid)

USE Insider

Istanbul, İstanbul, Türkiye (On-Site)
8 Months ago
Esports Tower - Fortnite Coach

Esports Tower

(Remote)
8 Months ago
Dave Ramsey - Advisory Group Coach

Dave Ramsey

Franklin, Tennessee, United States (On-Site)
3 Weeks ago
Boomi  - Learning & Organizational Development Specialist

Boomi

Vancouver, British Columbia, Canada (Hybrid)
1 Month ago
Next Level Business Services - Agile Coach Lead

Next Level Business Services

Riverwoods, Illinois, United States (On-Site)
8 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Shanghai, China (On-Site)

Shanghai, China (On-Site)

Los Angeles, California, United States (On-Site)

Shanghai, China (On-Site)

Los Angeles, California, United States (On-Site)

Los Angeles, California, United States (On-Site)

Los Angeles, California, United States (On-Site)

Los Angeles, California, United States (On-Site)

Shanghai, China (On-Site)

View All Jobs

Get notified when new jobs are added by Riot Games

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug