Director, CX Self-Serve & Tech Operations

Responsibilities

• Define and execute a unified strategy for player self-service and CX technology
• Own the support site, LLM Chatbot, in-game support, and agent CRM system
• Lead gaming-specific chatbot, virtual assistant, and automation strategies
• Maintain high standards for reliability, latency, and performance for scalable systems
• Design and standardize workflows for case management, routing, and incident handling
• Align processes across self-serve, live agents, and vendor partners
• Quantify impact of CX initiatives on retention, satisfaction, and revenue protection

Requirements

• 10+ years in CX, CX operations, or support technology
• 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 is a plus)
• Familiarity with game ecosystems including accounts, entitlements, and live ops
• Experience partnering with Product, Engineering, and Live Operations teams
• Strong analytical mindset with experience in experimentation and optimization
• Proven ability to scale CX operations during high-volume events

Preferred Qualifications

• Advanced degree in marketing, business, or management

About the Company

Rockstar Games creates world-class entertainment experiences. The Rockstar Games Customer Experience Team focuses on enhancing the relationship between our games and our players to deliver a seamless support experience.