Director of CX Self-Serve & Tech Operations, Rockstar Games

• 10+ years in CX, CX operations, or support technology, preferably in gaming or digital entertainment
• Experience supporting live service products or high-scale digital platforms
• Deep expertise in self-service, knowledge management, and automation
• Strong experience with CX platforms. Zendesk a plus
• Familiarity with game ecosystems (accounts, entitlements, live ops, player lifecycle)
• Experience partnering with game teams, Product, Engineering, and Live Operations
• Strong analytical mindset with experience in experimentation and performance optimization
• Proven ability to scale CX operations during launches and high-volume events
• Demonstrated success improving player experience while reducing operational costs
• Please apply with a resume and cover letter demonstrating how you meet the skills above. If we would like to move forward with your application, a Rockstar recruiter will reach out to you to explain next steps and guide you through the process

Desirable

• We are seeking a Director of CX Self-Serve and Technical Operations to build and scale the systems, tools, and self-service experiences that power best-in-class player support across Rockstar’s portfolio of games
• This role owns both the player-facing self-service ecosystem and the technical and operational backbone of CX You will ensure players can quickly resolve issues independently while enabling support teams to deliver fast, accurate, and high-quality player support when needed
• This is a full-time, in-office position based out of Rockstar’s NYC headquarters in Downtown Manhattan
• The Rockstar Games Customer Experience Team focuses on enhancing the relationship between our games and our players with the goal of delivering a seamless support experience
• We provide value to the brand by helping to improve the overall player journey
• We lead global support operations across multiple languages, channels, and locations
• Define and execute a unified strategy for player self-service and CX technology that balances player satisfaction, speed of resolution, and operational efficiency
• Own the support site, LLM Chatbot, in-game support and self-serve player facing tool. As well as the agent CRM system
• Ensure smooth, tailored user experience with support integrated seamlessly into the player and agent journey
• Lead gaming-specific chatbot, virtual assistant, and automation strategies for player support while continuously improving AI performance and evaluating emerging technologies
• Maintain high standards for reliability, latency, and performance while ensuring systems are scalable for peak demand
• Design and standardize workflows for case and ticket management, routing, escalations, and incident handling
• Align processes across self-serve, live agents, and vendor partners
• Design self-serve and automation solutions to proactively resolve or prevent issues based on analysis of player pain points
• Ensure agent tools, workflows, and knowledge are in place ahead of releases
• Quantify impact of CX self-serve initiatives on retention, player satisfaction, and revenue protection