Manager, Operations & Process Excellence

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 an ambitious and proactive Manager, Operations & Process Excellence who is passionate about designing and implementing operational processes and workflows, establishing process governance, and driving continuous improvement across our global customer experience operations.

This is a full-time, in-office position based in Rockstar’s large game development studio in Bangalore, India. 

WHAT WE DO

• The Rockstar Games Customer Experience Team focuses on improving the relationship between our games and our players with the goal of delivering continuous support experience. 
• We contribute to the brand by helping to improve the overall player experience. 
• We lead global support operations across multiple languages, channels, and locations.

RESPONSIBILITIES

• Lead our Process Operations area to build, govern, and improve global support processes for outstanding player experience. 
• Develop, implement, and optimize end-to-end support processes and workflows for efficiency, service quality, and player experience. 
• Build and maintain process documentation (workflows, decision trees, blocking issue paths, Standard operating procedures) for consistent execution across global teams and Business Process Outsourcing partners. 
• Establish process governance frameworks including change management, documentation standards, and version control for scalable growth. 
• Identify automation opportunities and partner with Technology Operations and Product teams to implement Artificial intelligence powered tools and workflow automation. 
• Build escalation flows, routing strategies, and service processes with defined Service Level Agreements, ownership structures, and performance tracking. 
• Develop operational benchmarks and metrics to track process efficiency and workflow effectiveness, conducting root cause analysis to drive continuous improvement.
• Conduct process quality audits, analyzing frontline feedback to optimize workflows, training, and reduce operational friction.

REQUIREMENTS

• 5+ years of experience in handling operations related to customer service, process management, or operational excellence, in gaming, technology, BPO, or high-volume service environments. 
• Consistent track record as a hands-on operational builder, creating detailed process documentation and designing strategic frameworks. 
• Developed and scaled operational workflows, transforming ad-hoc practices into structured, repeatable processes driving business outcomes. 
• Strong analytical and problem-solving skills, identifying patterns in operational data and driving process improvements. 
• Established documentation standards, process governance frameworks, and organizational change strategies for geographically distributed teams. 
• Proficient in customer experience platforms (Zendesk, Salesforce), workflow automation tools, and process documentation systems (Confluence, Figma).
• Ability to influence cross-functional collaborators, drive organizational change, and achieved results without direct authority through relationship-building and data-driven communication.

PLUSES

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

• Experience in gaming, live operations, or interactive entertainment industries. 
• Understanding automation and AI applications in customer service including routing, automated response systems, and agent assistance tools. 
• Certified in Lean Six Sigma, Kaizen, or similar process improvement methodologies. 
• Ability to tailor communication style to technical and non-technical audiences. 
• Passion for Rockstar Games and demonstrate dedication to delivering outstanding player experiences.

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 proud to be an equal opportunity employer, and we are committed to hiring, promoting, and compensating employees based on their qualifications and demonstrated ability to perform job responsibilities.

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.

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