Manager, Product Management - Global Player Support

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 Manager, Product Management you will be responsible for defining the holistic support experience for your products, working with Product, Technology and Operations teams to make this vision a reality. You will lead a team of Producers who will be the ingest point and first prioritization for the product roadmap, determining how these products and services will reach players, while also ensuring operational readiness. Together you will be responsible for the launch success and continuous improvement of the support experience for your products.

Responsibilities:

• Improve our players' experiences with support services across our games and around the world
• Manage internal customer and partner relationships, including game teams and other internal Riot teams developing vertically integrated customer-facing capabilities
• Manage important requirements, customer and partner communications, and ensure the product team is aligned with Player Support KPIs and goals
• Provide direction and leadership in the development, testing and release process for our products
• Work with creative and technical leadership to determine and support the creative vision, technical structure and overall product plan for new products or enhancements to existing products
• Coordinate resources; create, implement and monitor schedules to ensure that support components are created and delivered on-time and within established resource constraints
• Define, launch, and execute various strategic initiatives focused on elevating our support response across our internal teams, customers, and partners
• Represent the voice of the players and operations, and be responsible for both launch success and continuous improvement of the support experience for your products
• Hire, lead, and develop a diverse, high-performing team, setting up the organization for success through investments in career growth
• Deliver on assigned OKRs and service levels, enabling operational excellence across all aspects of the player journey
• Input to weekly, monthly, and quarterly business reviews to instill player focus and operational excellence culture across relevant support channels

Required Qualifications:

• 5+ years of experience in a product management or production role in a support organization
• 2+ years of people management experience 
• Previous game industry experience
• Proven track record of creating quality products, with the ability to identify flaws and inefficiencies in the design, experience, and behavioral outcomes
• Experience guiding the full product development process: creation, design, execution, quality testing, etc.
• Experience with data-informed feature/service design and decisions
• Experience communicating both creative and functional feedback to diverse groups 
• Experience translating UX testing and feedback into new features
• Experience with and knowledge of customer support principles, methodologies, and tools
• Experience in identifying, managing, and implementing operational improvement initiatives
• Demonstrated record of critical thinking and creative problem solving to address complex, multi-disciplinary challenges

Desired Qualifications:

• • Experience with SQL / Root Cause Analysis
  • Experience with project management (Agile, Scrum, Waterfall, etc.)
  • Presentation skills for senior leadership / executive audience

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 benefits pages for more information.

At Riot Games, we put players first. That mission drives every decision in our quest to create games and experiences that make it better to be a player. Whether you’re working directly on a new player-facing experience or you’re supporting the company as a whole, everyone at Riot is part of our mission. And just like in our games, we’re better when we work together. Our goal is to create collaborative teams where you are empowered to bring your unique perspective everyday. If that sounds like the kind of place you want to work, we’re looking forward to your application.

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.