Associate Live Operations Manager

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 on the lookout for a talented Associate Live Operations Manager who possesses a passion for Customer Experience.

This is a full-time, in-office position based in Rockstar’s large game development studio in Bangalore, India.

WHAT WE DO

• The Rockstar Games Customer Experience Team focuses on enhancing the relationship between our games and our players with the goal of delivering an optimal, Rockstar-level support experience.
• We provide value to the Rockstar Games brand by improving the overall customer experience, lowering effort to receive support, and providing practical insight into our product development staff on player reported problems to assist in project prioritization.
• We manage global support operations across multiple languages, channels, and locations.

RESPONSIBILITIES

• Monitor incoming ticket volumes vs forecast across multiple channels and proactively respond to changes.
• Maintain an open communication channel with global teams to leverage resources across different sites to meet established service level agreements.
• Recommend staff allocation adjustments to handle unexpected spikes in service demand.
• Evaluate staff scheduling to maximize service efficiency.
• Ensure seamless communication with first party, different sites, and internal teams, to maintain steady operations.
• Perform other duties as assigned.

REQUIREMENTS

• 4-6 years of experience in Customer Service, preferably in gaming or entertainment industries.
• Bachelor’s degree or equivalent, preferably in business, computer science, or related field.
• Willingness to work rotational shifts in a 24x7 environment.
• Outstanding communication and interpersonal skills.
• Demonstrated ability to prioritize tasks in a dynamic, milestone-driven environment.
• Ability to handle customer queries through email, chat, or ticketing system.
• Collaborate with internal and BPO teams to efficiently address user feedback and complaints.
• Monitor customer experience KPIs and scorecards to provide actionable insights on performance.

PLUSES

Please note that these are desirable skills and are not required to apply for the position.

• Familiarity with Zendesk.

HOW TO APPLY

Please apply with a resume and cover letter demonstrating how you meet the skills above. If we would like to move forward with your application, a Rockstar recruiter will reach out to you to explain next steps and guide you through the process.

Rockstar is committed to creating a work environment that promotes equal opportunity, dignity and respect. In line with this commitment, Rockstar will provide reasonable accommodations to qualified job applicants with disabilities during the recruitment process in order for such applicants to be considered for the position for which they are applying, as well as to qualified employees to enable them to perform the essential functions of their roles. If you need more information about Rockstar’s reasonable accommodation policies or process, or need to request an accommodation, please notify your recruiter during the interview process.

** For those based in Toronto, Rockstar will provide accommodations to job applicants and employees as long as such accommodations do not pose an undue hardship on Rockstar, and consistent with its obligations under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

If you’ve got the right skills for the job, we want to hear from you. We encourage applications from all suitable candidates regardless of age, disability, gender identity, sexual orientation, religion, belief, race, or any other protected category.

#LI-PM1

- 4-6 years of experience in Customer Service, preferably in gaming or entertainment industries. - Bachelor’s degree or equivalent, preferably in business, computer science, or related field. - Willingness to work rotational shifts in a 24x7 environment. - Outstanding communication and interpersonal skills. - Demonstrated ability to prioritize tasks in a dynamic, milestone-driven environment. - Ability to handle customer queries through email, chat, or ticketing system. - Collaborate with internal and BPO teams to efficiently address user feedback and complaints. - Monitor customer experience KPIs and scorecards to provide actionable insights on performance.