Ensure the ongoing smooth operation of the day-to-day live support environment, self-service, and all agent-based interactions.Facilitate changes around new processes and technology by adhering to change management principles in a continually evolving environment.Continuously improve the delivery of business outcomes of your managers and teams using a deep understanding of the player and agent experiences.Implement and ensure the success of multiple supporting strategies that contribute to the overall experience of Rockstar Games players as well as the ongoing success of the company.Work in partnership with other groups within the Customer Experience team to deliver department wide goals and projects under the direction of Customer Experience leader.Lead and support a team of senior managers, based throughout the world, responsible for live agent service delivery, self-service, live operations, and various supporting services.Take ownership of the organization providing direct support to the global audience of Rockstar Games including forecasting, budgeting, delivering on key business outcomes, and ensuring employee wellbeing within the Support Operations group.We manage global support operations across multiple languages, channels and locations.We provide value to the Rockstar Games brand by improving the overall customer experience, lowering effort to receive support, and providing practical insight to our product development staff on player reported problems to assist in development prioritization.The Rockstar Games Support Team focuses on enhancing the relationship between our games and our players with a goal of delivering a Rockstar-level support experience.In addition, a deep knowledge of the support technology landscape and the experience to bring it to bear to create a phenomenal experience for our players is a must. This role demands a deep understanding of the modern contact center to deliver ever-improving business outcomes while supporting the needs of a vibrant and global workforce. The ideal candidate will have a background in running multi-functional teams with a focus on large contact center management, self-service, and live operations. This role will take leadership of our global support teams and systems to ensure we give our players a Rockstar-level support experience. Rockstar Games is seeking a Global Director of Support Operations to join the Customer Experience department at our New York City headquarters. 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. At Rockstar Games, we create world-class entertainment experiences.Ī 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.
0 kommentar(er)
