Manager of Product Management, Riot Games

• 5+ years of experience in a product management or production role in a support organization
• 2+ years of people management experience
• Previous game industry experience
• Proven track record of creating quality products, with the ability to identify flaws and inefficiencies in the design, experience, and behavioral outcomes
• Experience guiding the full product development process: creation, design, execution, quality testing, etc
• Experience with data-informed feature/service design and decisions
• Experience communicating both creative and functional feedback to diverse groups
• Experience translating UX testing and feedback into new features
• Experience with and knowledge of customer support principles, methodologies, and tools
• Experience in identifying, managing, and implementing operational improvement initiatives
• Demonstrated record of critical thinking and creative problem solving to address complex, multi-disciplinary challenges
• 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!

Desirable

• As Manager, Product Management you will be responsible for defining the holistic support experience for your products, working with Product, Technology and Operations teams to make this vision a reality
• You will lead a team of Producers who will be the ingest point and first prioritization for the product roadmap, determining how these products and services will reach players, while also ensuring operational readiness
• Together you will be responsible for the launch success and continuous improvement of the support experience for your products
• Improve our players' experiences with support services across our games and around the world
• Manage internal customer and partner relationships, including game teams and other internal Riot teams developing vertically integrated customer-facing capabilities
• Manage important requirements, customer and partner communications, and ensure the product team is aligned with Player Support KPIs and goals
• Provide direction and leadership in the development, testing and release process for our products
• Work with creative and technical leadership to determine and support the creative vision, technical structure and overall product plan for new products or enhancements to existing products
• Coordinate resources; create, implement and monitor schedules to ensure that support components are created and delivered on-time and within established resource constraints
• Define, launch, and execute various strategic initiatives focused on elevating our support response across our internal teams, customers, and partners
• Represent the voice of the players and operations, and be responsible for both launch success and continuous improvement of the support experience for your products
• Hire, lead, and develop a diverse, high-performing team, setting up the organization for success through investments in career growth
• Deliver on assigned OKRs and service levels, enabling operational excellence across all aspects of the player journey
• Input to weekly, monthly, and quarterly business reviews to instill player focus and operational excellence culture across relevant support channels