Player Support Producer lll

Riot Games•Los Angeles, CA

3d•$149,800 - $208,400

About The Position

Player Support at Riot Games strives to shatter the service expectations of players worldwide, providing millions of players with high-quality support that echoes Riot’s values in every experience we provide. As a Player Support Producer lII, you will be responsible for defining the holistic support experience for your products, and working with Product, Technology, and Operations teams to make this vision a reality. You will lead a team of cross functional stakeholders to deliver a holistic support experience for upcoming game features for one or more products. Together you will be responsible for the launch success and operational readiness for the features you are accountable for.

Requirements

5+ years of production experience, including experience delivering support for AAA games.
Experience making scope, priority, and resource decisions by balancing player value, quality, development cost, risk, and delivery constraints.
Experience managing delivery and dependencies across distributed teams.
Strong communication and stakeholder management skills, with experience partnering with Product, Engineering, Operations, Creative, Training, and Content teams to align priorities and navigate trade-offs.
5+ years professional experience
2+ years of experience in a product management, project management or production role
Experience with product management and project management software (Jira, Portfolio, etc)
Experience with software, game, and/or product development strategies and best practices
Experience translating UX testing and feedback into new features
Demonstrated record of critical thinking and creative problem solving to address complex challenges

Nice To Haves

Experience with player support systems both front end (Web/Automation/Etc.) & backend( Agent facing tools,etc.), including an understanding of how they resolve player pain and create value for players and our product.
Experience working on competitive multiplayer games.
Experience with and knowledge of customer support principles, methodologies, and tools
Experience with data-informed feature/service design and decisions

Responsibilities

Own production planning and delivery for all support content related to our games including content, managing schedules, priorities, resources, dependencies, and risks.
Drive predictable delivery across internal teams and co-development partners, proactively identifying constraints, resolving blockers, and addressing root causes.
Partner with Product and Creative leaders to make informed scope, priority, and trade-off decisions based on player value, developer cost, quality, and support data.
Build strong relationships across disciplines, development partners, and locations, adapting your approach to different teams and cultures.
Communicate status, milestones, risks, dependencies, and trade-offs clearly to stakeholders and leadership.