Player Support at Riot Games strives to shatter the service expectations of
players worldwide, providing millions of players with high-quality support
that echoes Riot's values in every experience we provide.
As the Player Support Knowledge & Communications Manager you will be
responsible for the quality and effectiveness of our knowledge,
communications, and quality assurance programs within Global Player Support.
In this role you will gain a deep understanding of our players' support
journey and lead knowledge management initiatives to optimize their experience
and the time it takes to get them back in the game. This will involve
implementing content strategy to support player self-serve, aligning the voice
of Player Support, optimizing agent knowledge and implementing KCS, and
driving player experience standards through quality assurance practices. In
addition, you will help lead the execution of internal knowledge management
practices, communication strategy, and change management support within Global
Player Support.
Responsibilities:
Partnering with the Sr. Manager, Knowledge Management, define and
implement a holistic strategy, roadmap, and resource model to scale and
support our knowledge, communications, and quality assurance programs
Lead, develop, and scale a high performing team that unlocks knowledge
management capabilities and continuously expands our impact
Provide leadership in aligning the voice of Player Support to the voice of
Riot Games; refining external knowledge content, defining social media
presence, and calibrating player-facing communication in support of the
player experience
Define and execute internal documentation guidelines, templates, and
practices; maintaining internal documents of record for knowledge
management and player support including maintaining knowledge sharing
platforms
Define and implement knowledge and communication standards including
templatization, knowledge organization, variation of media, and use of
knowledge and communication principles
Leverage content, tooling, audience behavior, and audience sentiment
metrics to determine efficacy of the knowledge and communications
programs; refining accordingly to exceed performance standards
Create and maintain a feedback loop with internal stakeholders; sharing
performance and behavior trends identified through quality assurance
practices
Maintain currency of knowledge management industry trends and technology,
providing consultancy and facilitating workshops to improve knowledge
management practices within Player Support
Provide writing and communication support as needed
Required Qualifications:
7+ years of experience in a knowledge management, organizational learning,
or technical writing
3+ years of experience in leading knowledge, communications, or talent
development teams
Experience identifying opportunity spaces, defining strategy, aligning
vision, and driving deliverable and performance outcomes
Thrives in ambiguity and can adapt and lead through dynamic environments
Experience in coaching and developing cross functional teams connected
through shared organizational objectives
Demonstrated ability to lead multiple projects simultaneously, delivering
against project requirements and timelines
Experienced Change Leader and Communications Strategist
Desired Qualifications:
KCS Certified
Experience working in the Tech and/or Gaming Industry
For this role, you'll find success through craft expertise, a collaborative
spirit, and decision-making that prioritizes the delight of players. We will
be looking at your past studies, experience, and your personal relationship
with games. If you embody player empathy and care about players' experiences,
this could be your role!
Our Perks:
Riot has a focus on work/life balance, shown by our open paid time off policy,
in addition to other perks such as flexible work schedules. We offer medical,
dental, and life insurance, parental leave for you, your spouse/domestic
partner and children, and a 401k with company match. Check out our benefits
pages for more information.
(Los Angeles Only) Base salary range between $142,700.00 -
$198,500.00 USD + incentive compensation + equity + 401K with company
match + medical, dental, vision, and life insurance + short and long-term
disability + open PTO.
It's our policy to provide equal employment opportunity for all applicants and
members of Riot Games, Inc. Riot Games makes reasonable accommodations for
handicapped and disabled Rioters and 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 and
state law, including the City of Los Angeles' Fair Chance Initiative for
Hiring Ordinance relating to an applicant's criminal history (LAMC 189.00).
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