Associate Director, Customer Experience Self Service

Rockstar Games • New York, NY

106d • $116,000 - $145,600

About The Position

At Rockstar Games, we create world-class entertainment experiences. Become part of a team working on some of the most rewarding, large-scale creative projects to be found in any entertainment medium - all within an inclusive, highly-motivated environment where you can learn and collaborate with some of the most talented people in the industry. Rockstar Games is known for creating immersive, high-quality experiences for players around the world. As our games and player base continue to grow, so does the need for seamless internal operations and scalable support infrastructure. We are seeking an Associate Director, Customer Experience Self-Service to join our team. This role will lead and drive forward improvements to our support website, content, automation, one-to-many publishing, and in-game access to self-service. This is a full-time, in-office position based out of Rockstar’s NYC headquarters in Downtown Manhattan.

Requirements

• 5–8 years of experience in customer experience self-service.
• Project management experience and a demonstrated history of achieving KPI-driven goals related to customer satisfaction and loyalty.
• Strong ability to analyze sophisticated data, provide actionable insights, and run projects to improve business outcomes.
• Experience adapting self-service strategy to evolving customer behaviors, preferences, and industry trends.

Nice To Haves

• Advanced degree in marketing, business, management, or equivalent experience.
• Experience working in gaming, live operations, or interactive entertainment.

Responsibilities

• Design, implement, and optimize a comprehensive customer experience self-service strategy to build an effective and intuitive ecosystem.
• Support the creation of high-quality content, including FAQs, help center articles, video tutorials, and interactive guides.
• Evaluate and optimize the performance of self-service channels including websites, mobile apps, chatbots, and interactive voice response systems to reduce customer effort and improve overall efficiency.
• Work closely with product development, marketing, publishing, IT, and customer service teams to ensure seamless integration of self-service initiatives across all touchpoints of the customer journey.
• Track key performance indicators and assist in reducing support ticket volume to evaluate the effectiveness of self-service initiatives and make data-driven improvements.
• Identify customer pain points within self-service channels and craft innovative solutions to improve the overall experience.

Benefits

• Competitive salary range of $116,000—$145,600 USD per year based on experience and market location.
• Bonus and/or equity awards may be included in the total compensation package.
• Full range of medical, financial, and/or other benefits offered.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees