Player Support at Riot Games strives to shatter the service expectations of players worldwide, providing millions of players with high-quality support that echoes Riots 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 & Operations teams to make this vision a reality. You will lead a team of Producers who will be the ingest point & first prioritization for the product roadmap, determining how these products & services will reach players, while also ensuring operational readiness. Together you will be responsible for the launch success & continuous improvement of the support experience for your products.

Responsibilities:

• Improve our players' experiences with support services across our games & around the world
• Manage internal customer & partner relationships, including game teams & other internal Riot teams developing vertically integrated customer-facing capabilities
• Manage important requirements, customer & partner communications, & ensure the product team is aligned with Player Support KPIs & goals
• Provide direction & leadership in the development, testing & release process for our products
• Work with creative & technical leadership to determine & support the creative vision, technical structure & overall product plan for new products or enhancements to existing products
• Coordinate resources; create, implement & monitor schedules to ensure that support components are created & delivered on-time & within established resource constraints
• Define, launch, & execute various strategic initiatives focused on elevating our support response across our internal teams, customers, & partners
• Represent the voice of the players & operations, & be responsible for both launch success & continuous improvement of the support experience for your products
• Hire, lead, & develop a diverse, high-performing team, setting up the organization for success through investments in career growth
• Deliver on assigned OKRs & service levels, enabling operational excellence across all aspects of the player journey
• Input to weekly, monthly, & quarterly business reviews to instill player focus & 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 & inefficiencies in the design, experience, & behavioral outcomes
• Experience guiding the full product development process: creation, design, execution, quality testing, etc.
• Experience with data-informed feature/service design & decisions
• Experience communicating both creative & functional feedback to diverse groups 
• Experience translating UX testing & feedback into new features
• Experience with & knowledge of customer support principles, methodologies, & tools
• Experience in identifying, managing, & implementing operational improvement initiatives
• Demonstrated record of critical thinking & 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, & decision-making that prioritizes the delight of players. We will be looking at your past studies, experience, & your personal relationship with games. If you embody player empathy & 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 & other perks such as flexible work schedules. We offer medical, dental, & life insurance, parental leave for you, your spouse/domestic partner, & children, & 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 & experiences that make it better to be a player. Whether youre working directly on a new player-facing experience or youre supporting the company as a whole, everyone at Riot is part of our mission. And just like in our games, were 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, were looking forward to your application.

Its our policy to provide equal employment opportunity for all applicants & members of Riot Games Riot Games makes reasonable accommodations for handicapped & disabled Rioters & 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 & state law. We consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with applicable federal, state & 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, & 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 & sensitive Company data
• Communication with others, including Rioters & third parties such as vendors, and/or players, including minors
• Accessing Company assets, secure digital systems, & networks
• Ensuring a safe interactive environment for players & other Rioters

These duties are directly related to essential operations, safety, trust, & compliance obligations within our organization. Please note that job duties may evolve based on business needs & additional responsibilities may be assigned as necessary to maintain operational efficiency & security.