Associate Principal Product Manager, Customer Experience (CX)

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 is on the lookout for a talented Product Manager who possesses a passion for gaming and player experience. This is a full-time, in-office position based out of Rockstar’s NYC headquarters in Downtown Manhattan. 

WHAT WE DO

• The Rockstar Games Online Services Team is a passionate development group, focused on growing and maintaining the technology platform that powers Rockstar’s titles and our ability to deliver world-class player experiences.
• The Customer Experience Product Management team focuses on providing technical solutions and tooling for our players and customer support agents to improve the player journey.  
• We enable 24x7 support around the globe for our distributed player base. 

RESPONSIBILITIES

• Understand the Users: Identify the needs of our players and customer support agents across the globe, and define products to solve those needs, leveraging knowledge of the gaming industry and of customer support.
• Drive Strategy & Alignment: Build data-driven justifications for product decisions, including business cases and vendor selection, getting buy-in across leadership, stakeholders, and other teams to execute on your vision.  
• Execute on Multiple Products: Lead every step of the end-to-end product development cycle, starting from conducting effective product discovery across multiple related products to shipping new features on those products and everything along the way. 
• Get Into the Details: Provide feature specification documentation, feature visuals and all other artifacts that help define the appropriate scope, feasibility, and level of effort.  
• Provide Smart Insights: Develop key performance indicators, and leverage data & reporting systems to generate insights on product performance to help influence ongoing priorities and decisions.  
• Create Artifacts: Maintain the documentation, tutorials, and support materials that enable stakeholders to effectively understand and support our products.   

QUALIFICATIONS

• 12+ years of technology product management experience through end-to-end, large volume user-facing product launches.  
• 5+ years’ experience with driving alignment on product roadmaps, including setting overall prioritization and adapting roadmap to emergent and ambiguous signals.
• 5+ years’ experience delivering measurable results on a product or solution with globally distributed users.
• 5+ years’ experience designing 24x7 operational tooling, with responsibility for scalability, reliability, and availability.
• 3+ years’ experience as the primary owner of communications with working groups and leadership on product status and features.
• 3+ years’ knowledge and experience working with external partners and vendors on procurement and solution design. 

SKILLS

• Proficiency in documenting multiple solutions and comparing trade-offs.
• Skilled in drafting product requirements documents & briefs.
• Strong written & verbal executive communication.
• Comfort with learning & solutioning in new technical verticals.
• Experience with user flow visualization.
• Expertise in data analysis, including SQL and user research.
• Demonstrated ability to work well in cross functional discipline team environments.

PLUSES

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

• Deep knowledge of customer support technologies and process, especially those used by the consumer technology, entertainment, and AAA gaming industries.
• Experience working in the AAA games industry.
• Product management experience with web development, content management systems, localization, and generative AI.
• Experience with analytical and visualization tools like Figma, Snowflake, and Tableau.
• Experience with project management methodologies and process improvement.
• Avid gamer with a passion for Rockstar Games titles.  
• Degree in computer science or equivalent experience. 

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.