Global Player Support PMO Program Manager, Riot Games
12 Month Contract
Player-focused game development platform
Open for applications
Player-focused game development platform
1001+ employees
Open for applications
1001+ employees
Company mission
To be the most player-focused game company in the world.
Role
Who you are
- 7+ years of experience in Product or Program Management
- Experience with successfully implementing complex systems and frameworks at the organizational/global level
- Proven experience successfully leading diverse, multi-disciplinary teams through multiple projects to scope, on time and within budget
- Capable of facilitating and managing complex prioritization decisions between a variety of needs and stakeholders/teams. Able to clearly define and articulate goals and outcomes through roadmaps or other artifacts
- Strong bias to action, able to translate a vision or set of needs into a plan and execute against it with minimal supervision
- Proactively identify, mitigate and manage dependencies across teams, navigating, differing and sometimes competing priorities
- Proactively identify potential blockers to the success of deliverables and teams and work to resolve them
- Excellent listening skills and organizational empathy, able to work with all levels of stakeholders from junior to executive level to intake inputs and requirements, seamlessly translating them into action plans that accurately reflect organizational needs, proposing compromises and aligning teams towards single or multi-layered solutions where necessary
- Seeks out relationships across organizations to facilitate discussion and input at different levels. Able to negotiate different perspectives to manage both intra and inter-team conflict as well as evangelize PMO team priorities and solutions
- Ability to communicate complex topics effectively and with clarity across low context audiences at multiple levels, mediums (verbal, written) and disciplines. Documentation is clear, detailed, updated and easy to understand
- Strong decision making ability, knowing when to escalate and when to act autonomously
- Risk Management experience for Support Operations
- Project Management certification eg. PMP or CSM
- Experience with JIRA Structure, Dashboards, Plans
- Experience with Notion
- 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
What the job involves
- This is a 12 month contract role based in Dublin
- 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 a Program Manager III you’ll be responsible for the identification, strategy development and execution and success of multiple deliverables that are critical to Global Player Support and GPS PMO strategy
- Define and build processes and frameworks to scale GPS wide work optimization and cross team collaboration success
- Identify and pursue opportunities to address process or framework gaps leveraging experience, data & best practices with minimal support from senior leadership, actively contributing to the team strategy and goal formulation supporting Leadership
- Create playbooks and templates to address organizational needs gathering input from different levels of stakeholders
- Standardization of GPS level work systems taking requirements from across stakeholders particularly the PMO program managers. Define which tools and platforms should be used to meet organizational goals and reporting, terminology and approaches, and work with teams to ensure consistent application across GPS
- Drive efforts to scale and improve Program/Project Management Knowledge sharing and guidance within the PMO for example; PMO onboarding, establish connections with the internal Riot Community of Practice and using internal standards to inform PMO opportunities to improve/align to Riot ways of working
- Drive efforts to scale and improve Program/Project Management Knowledge sharing and guidance beyond the PMO for example; creating runbooks for smaller projects, keeping PMO internal documentation current or providing internal training on Project/Program Management skills
- Conduct insights reporting, proactively identify metrics PMO should be tracking and devise methods to baseline and actively track and improve against them. Formulate regular reports and work with Insights to create dashboards where feasible
- Create/Contribute to detailed roadmaps for the Portfolio Management team level to ensure visibility into the execution on deliverables, be able to prioritize according to impact for the organization
- Help define, standardize and implement working agreements across GPS
Our take
Riot Games has grown into one of the world’s most prominent online and mobile game developers, due in large part to the success of its 2009 flagship title League of Legends which hosts just under seventy million users every month.
Riot is riding the wave of online gaming growth, having made a well timed switch from PC-only into mobile-based gaming, as capitalising on the rising popularity of esports, with the League of Legends World Championships one of the most watched events in the space.
However, adding further titles to its resume will be key to building on its success, as League of Legends was its only offering for the best part of a decade. Since being acquired by Chinese tech giant Tencent in 2011, the company has grown significantly in Asian markets, opening its Shanghai Game Studio in 2021 and expanding its China Game Studio Group in 2022. These two hubs will help Riot Games make further inroads in a country where PC gaming is already huge and continues to grow.
Regardless of League of Legends' success both online and in live arenas, the company nevertheless experienced a round of layoffs internationally that amounted to 11% of its workforce. Pair that with legal troubles in 2024 concerning the company’s partnership with now bankrupt crypto exchange FTX, and Riot Games appears to be in a period of transition. Thanks to the strength of its gaming products, however, Riot will no doubt maintain a comfortable position within the gaming world.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
24% employee growth in 12 months
Company
Funding (2 rounds)
Sep 2009
$8m
SERIES C
Jul 2008
$7m
EARLY VC
Total funding: $15m
Company benefits
- We offer medical, dental, and vision plans that cover you, your spouse/domestic partner, and children
- Life insurance, parental leave, plus short-term and long-term disability coverage are also available
- Riot will support your retirement benefits with a company match, and double down on your donations of time and money to non-profit charitable organizations
- Balance between work and personal life is encouraged with open paid time off, and a play fund so you can broaden and deepen your personal relationship with games
Company values
- Player experience first
- Dare to dream
- Thrive together
- Execute with excellence
- Stay hungry, stay humble
Company HQ
Sawtelle, Los Angeles, CA
Articles
Leadership
Brandon Beck
(Co-Chairman)Having studied at the University of Southern California, they worked as a Management Consultant at Bain & Company. they left this role in September 2006 to co-found Riot Games, where they served initially as co-CEO.
Marc Merrill
(Co-Chairman)After a degree at the University of Southern California, they worked as a U.S. Bank Analyst and a Manager of Advanstar Communications. They co-founded Riot Games with Brandon in September 2006, alongside being a Principal of NaHCo3 since 2016.
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