Manager, Customer Experience Technology Operations

Rockstar Games • Manhattan, NY

69d • $98,400 - $126,500

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 is seeking a Manager of Customer Experience Technology Operations to join our Customer Experience team who will elevate our player experience through smarter automation, improved tooling, and rapid adoption of new technologies. This role will be responsible for the management and configuration of key technologies and drive excellence in Live Agent delivery and player self-service by delivering effective solutions for players and operational efficiency for our teams. The ideal candidate is a systems thinker and executor who can see opportunities, build roadmaps, work hands-on, and partner across internal teams and vendor partners to deliver powerful support experiences. This is a full-time, in-office position based out of Rockstar's NYC headquarters in Downtown Manhattan.

Requirements

• 5+ years in technical program management, technical support operations, or customer experience technology operations roles.
• Comprehensive knowledge of Zendesk platform architecture, including configuration, workflows, and integrations.
• Experience with Omnichannel Routing, Categorization and Skills Based Routing.
• Experience launching or leading Zendesk solutions and player- or agent-facing tools.

Nice To Haves

• Ability to independently create high level solutions in code.
• Experience working in gaming or other digital consumer products.

Responsibilities

• Lead the configuration and governance of our CX tools, primarily Zendesk.
• Drive onboarding and adoption of new AI capabilities in partnership with Zendesk's AI team and internal Rockstar CX stakeholders.
• Analyze customer experience data and player journeys to drive continuous improvement in technology outcomes.
• Act as a liaison between technical teams and CX leadership to ensure clarity, execution, and operational alignment.
• Enable early adoption and rapid testing of new Zendesk features and platform integrations.

Benefits

• Full range of medical, financial, and/or other benefits.
• Bonus and/or equity awards.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Publishing Industries
• Number of Employees: 1,001-5,000 employees