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Manager, Customer Experience Technology Operations

Manhattan, New York, United States

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 seeking a Manager of Customer Experience Technology Operations to join our Customer Experience team who will elevate our player experience through smarter automation, improved tooling, and rapid adoption of new technologies. This role will be responsible for the management and configuration of key technologies and drive excellence in Live Agent delivery and player self-service by delivering effective solutions for players and operational efficiency for our teams.

The ideal candidate is a systems thinker and executor who can see opportunities, build roadmaps, work hands-on, and partner across internal teams and vendor partners to deliver powerful support experiences.

This is a full-time, in-office position based out of Rockstar’s NYC headquarters in Downtown Manhattan. 

WHAT WE DO

  • The Rockstar Games Customer Experience Team focuses on enhancing the relationship between our games and our players with the goal of delivering a seamless support experience.
  • We provide value to the brand by helping to improve the overall player journey.
  • We run global support operations across multiple languages, channels, and locations.

RESPONSIBILITIES

  • Lead the configuration and governance of our CX tools, primarily Zendesk.
  • Drive onboarding and adoption of new AI capabilities in partnership with Zendesk’s AI team and internal Rockstar CX stakeholders.
  • Analyze customer experience data and player journeys to drive continuous improvement in technology outcomes.
  • Act as a liaison between technical teams and CX leadership to ensure clarity, execution, and operational alignment.
  • Enable early adoption and rapid testing of new Zendesk features and platform integrations.

QUALIFICATIONS

  • 5+ years in technical program management, technical support operations, or customer experience technology operations roles.
  • Comprehensive knowledge of Zendesk platform architecture, including configuration, workflows, and integrations.
  • Experience with Omnichannel Routing, Categorization and Skills Based Routing.
  • Experience launching or leading Zendesk solutions and player- or agent-facing tools.

SKILLS

  • Ability to explain technical concepts clearly to non-technical people.
  • Ability to work collaboratively with teams across the organization.
  • Ability to prioritize tasks, run multiple projects, and meet deadlines.
  • Passion for user experience, digital support experiences, and continuous improvement.
  • Exceptional communication and interpersonal skills.

PLUSES

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

  • Ability to independently create high level solutions in code.
  • Experience working in gaming or other digital consumer products.

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.

#LI-

The pay range for this position in New York State (inclusive of New York City) at the start of employment is expected to be between the range below* per year. However, base pay offered is based on market location, and may vary further depending on individualized factors for job candidates, such as job-related knowledge, skills, experience, and other objective business considerations. Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or equity awards, in addition to a full range of medical, financial, and/or other benefits. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an "at-will position" and the company reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, company or individual department/team performance, and market factors.

 

*NY Base Pay Range

$98,400 - $126,500 USD

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