Director, CX Self-Serve & Tech Operations

Rockstar Games•New York, NY

1d•Onsite

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. 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 improving the relationship between our games and our players with the goal of delivering a seamless support experience. We help improve the overall player journey by resolving issues quickly and efficiently. We manage global support operations across multiple languages, channels, and locations.

Requirements

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.

Nice To Haves

Advanced degree in marketing, business, management, or equivalent experience.

Responsibilities

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.
Ensure a smooth, tailored user experience with support integrated seamlessly into the player 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 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 tools, workflows, and knowledge are in place ahead of releases.
Quantify impact of CX self-serve initiatives on retention, player satisfaction, and revenue protection.