About the role
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 a Player Support Producer in Player Support team, you will report to Manager, Player Support. You will be responsible for defining the holistic support experience for your products, and working with Product, Technology and Operations teams to make this vision a reality. You will lead a team of cross functional stakeholders to deliver a holistic support experience for upcoming game features for one or more products. Together you will be responsible for the launch success and operational readiness for the features you are accountable for.
Responsibilities:
- Represent Player Support (policy, capabilities, SLAs, status) to stakeholders, customers and investors by advocating team initiatives to track dependencies, coordinate scope changes to ensure on-time completion of projects and products, facilitate cross team collaboration and ensure projects are delivering value to customers
- Suggest cross team process improvements that improve the player experience and improve team collaboration
- Work with Senior Production teammates to maintain the roadmap and call out any risks, dependencies and issues for deliverables within a 3-6 month time frame
- Facilitate launch preparation meetings, facilitating policy and tooling discussions and requirement gathering for each feature you are accountable for. Track and measure post launch feature KPIs to assess player impact. Work with senior production to determine iterative next steps.
- Drive large projects autonomously, including requirements gathering, planning and execution. Coordinate the efforts of producers, operations teams, engineers, ux design and other multi discipline teams to deliver valuable player experiences.
- Can lead team planning and manage inputs required for large initiatives and delivery within scope, target, and quality.
Required Qualifications:
- 5+ years professional experience
- 2+ years of experience in a product management, project management or production role
- Experience with product management and project management software (Jira, Portfolio, etc)
- Experience with software, game, and/or product development strategies and best practices
- Experience translating UX testing and feedback into new features
- Demonstrated record of critical thinking and creative problem solving to address complex challenges
- Fluency in Mandarin Chinese and English, with strong verbal and written communication skills in both language
Desired Qualifications:
- 3+ years experience in a Player Support organization
- Agile, project/product management certifications (CSPO, CSM, PMP etc)
- Experience with and knowledge of customer support principles, methodologies, and tools
- Experience with data-informed feature/service design and decisions
- Previous game industry experience
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!
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