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Full-Time

Director – Live Agent Delivery

Confirmed live in the last 24 hours

Rockstar Games

Rockstar Games

5,001-10,000 employees

Developer and publisher of interactive entertainment

Gaming

Compensation Overview

$120k - $162.4kAnnually

+ Bonus + Equity Awards

Expert

Union City, NJ, USA

Category
Quality Control & Compliance
Supply Chain Management
Transportation & Distribution
Operations & Logistics
Required Skills
Management
Marketing
Requirements
  • 10+ years of diverse experience in live channel support operations for the video game, entertainment, or technology industries
  • 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
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 responsible for live channel service delivery, live operations, live agents, and 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 drive CX KPI’s in the right direction
  • Implement and ensure the success of multiple support strategies contributing to the overall customer experience
  • Continuously improve the delivery of business outcomes and accountable KPI’s
  • Facilitate change management for new processes and technology
  • 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

Rockstar Games specializes in developing and publishing interactive entertainment, with a focus on innovative projects such as the Grand Theft Auto and Red Dead series. Their main products utilize cutting-edge technologies for interactive entertainment development, including advanced game engines and immersive virtual worlds.

Company Stage

N/A

Total Funding

$5M

Headquarters

New York, New York

Founded

1998

Growth & Insights
Headcount

6 month growth

6%

1 year growth

17%

2 year growth

36%