Director, CX Self-Serve & Tech Operations

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. 

We are seeking a Director of CX Self-Serve and Technical Operations to build and scale the systems, tools, and self-service experiences that power best-in-class player support across Rockstar’s portfolio of games. 

This role owns both the player-facing self-service ecosystem and the technical and operational backbone of CX You will ensure players can quickly resolve issues independently while enabling support teams to deliver fast, accurate, and high-quality player support when needed. 

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 lead global support operations across multiple languages, channels, and locations. 

RESPONSIBILITIES 

• Define and execute a unified strategy for player self-service and CX technology that balances player satisfaction, speed of resolution, and operational efficiency.
• Own the support site, LLM Chatbot, in-game support and self-serve player facing tool. As well as the agent CRM system.
• Ensure smooth, tailored user experience with support integrated seamlessly into the player and agent journey. 
• Lead gaming-specific chatbot, virtual assistant, and automation strategies for player support while continuously improving AI performance and evaluating emerging technologies.
• Maintain high standards for reliability, latency, and performance while ensuring systems are scalable for peak demand. 
• Design and standardize workflows for case and ticket management, routing, escalations, and incident handling. 
• Align processes across self-serve, live agents, and vendor partners.