Senior Player Support Partner Manager

Riot Games
September 25, 2023
Offerd Salary:$5M-$12
Working address:N/A
Contract Type:Other
Working Time:Negotigation
Working type:N/A
Ref info:N/A

Player Support at Riot Games strives to shatter service expectations of players around the world, providing millions of players with a high quality support that echoes Riot's values in every experience we provide. As Senior Player Support Partner Manager, EMEA, you'll support and manage a global footprint of vendors that range in size from 50-250+ agents who are providing direct support to players globally. You'll own the relationship with these partners and be the primary contact for site leadership. You'll be responsible for overall health, manage costs and finances for the site, and leverage a variety of approaches to ensure that it delivers on SLAs, KPIs and player expectations.

You will be part of a core team who will define and implement operational processes for Player Support vendors globally.

Your goals will be to influence, create and implement processes and systems that leverage our global partner footprint, and develop sustainable partnerships that result in high performance and cost efficiencies that deliver the intended player support experience.

You will work with markets around the globe, with functions spanning Marketing, Publishing, Business Development, Live Services, Esports, and Shared Services. Like us, you believe extraordinary Support Operations are part brand ambassador, part customer retention, and part strategic partner. In this role you're responsible for maintaining and developing Player Support Operations vendor partner relationships and their direct impact to the business.

You will join a team of internationally and culturally diverse professionals that share our obsession with player experience. With teams in Esports, publishing, and strategy, Riot Games is dedicated to building unique player experiences.

This role is based in Dublin and reports to Sr. Manager, Player Support Partner Management, and will require up to 15% travel.

  • Make all key operational decisions relevant to the site that they are managing (eg. evaluation of vendor leadership at that site, evaluation of hiring, where processes need to differ from the global standard, etc)
  • Perform vendor selection, SOW negotiation, contract renewals and fully stand up a new vendor from the ground up.
  • Responsible for making financial and cost decisions related to their specific vendor site (which will typically be between $5M-$12M). Contract and financials management
  • Responsible for the operational performance of one or more partner sites
  • Direct Vendor management - will involve working directly with vendors, and include things such as building strong relationships with PS vendors, holding them accountable as necessary, conflict resolution, understanding agent and site challenges, etc.
  • Development and implementation of new operational processes (either global or site specific) and iteration on existing ones, whether to improve efficiency/efficacy, or to adapt to new requirements
  • Implementation of necessary complex changes (new processes, changes required to support new games, etc.)
  • Measuring and validating success - Will involve both ongoing vendor evaluation as well as establishing KPIs for evaluation of a project and evaluating projects using both quantitative and qualitative methods, and determining an action plan (continue, iterate, kill) for a project from there
  • Provide craft mentorship and development to the partner management team globally
  • Required Qualifications:
  • 8 years in global customer service operations, 5+ years of vendor management experience. Having managed a large and/or complex vendor operation
  • Experience working closely with BPOs partners across many different countries
  • Experience influencing and negotiating contracts and launching new contact centers
  • Experience managing medium to large, global B2C support centers, utilizing varying methods to ensure results from a vendor
  • 3+ Years developing and implementing global workforce management processes and systems
  • Experience in Quality Assurance at a global scale (managing Global QA a plus)
  • Understanding of customer support KPIs and how to assess vendor success
  • BS/BA Degree, MBA is a plus
  • Desired Qualifications:
  • Managing and implementing a Global Quality assurance program a plus
  • For this role, you'll find success through craft expertise, a collaborative spirit, and decision-making that prioritizes your fellow Rioters, who are the customers of your work. Being a dedicated fan of games is not necessary for this position!

    Riot Games fosters a player and workplace experience that values teamwork embodied by the Summoner's Code and Community Code. Our culture embraces differences as a strength, and our values are the guiding principles for how we approach work. We are committed to putting diversity and inclusion (D&I) at the center of everything we do, and promoting a fair and collaborative culture where Rioters treat one another with dignity and respect. We encourage you to read more about our value of thriving together and our ongoing work to build the most inclusive company in gaming

    Let's Thrive Together:

    Because together we are better

    It's our policy to provide equal employment opportunities for all applicants and members of Riot Games, Inc. We know that fresh and varied perspectives will make us better at what we do, so however you identify and whatever background you bring with you, we're excited to hear from you. Don't be discouraged if you feel you don't fully meet every single one of the requirements for a particular role, there's always room for growth at Riot. If you spot a role that will make you want to jump out of bed in the morning, we are waiting to hear from you!

    From this employer

    Recent blogs

    Recent news