Live Agent 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 an Operations Manager who is passionate about games and will be responsible for leading both internal and Business Process Outsourcing (BPO) Customer Experience teams.

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 improving the relationship between our games and our players with the goal of delivering a continuous, outstanding support experience.
• We contribute to the brand by helping to improve the overall player experience.
• We provide global support operations across multiple languages, channels, and locations.
• We provide value to the 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.

RESPONSIBILITIES

• Lead and manage BPO and internal operational teams, ticket volumes, backlog, Service-Level Agreement, productivity, and customer experience trends.
• Lead the management of high-priority and complex customer escalations, ensuring timely resolution and appropriate communication with internal stakeholders.
• Partner closely with Product, Engineering, Game Operations, Trust & Safety, Analytics, and other cross-functional teams to identify recurring customer-impacting issues and drive resolution.
• Establish a structured process for identifying, investigating, and reporting operational incidents, including root-cause analysis, impact assessment, corrective actions, and follow-up.
• Translate customer support data and operational insights into actionable recommendations for product and business teams, helping reduce contact drivers and improve the overall customer experience.
• Own BPO performance governance, including regular business reviews, KPI performance, staffing effectiveness, quality trends, operational risks, and improvement plans.
• Drive process improvement initiatives that improve operational efficiency, increase resolution effectiveness, reduce customer effort, and avoidable contacts.
• Prepare and present regular operational performance updates, key risks, trends, and recommendations to senior leadership.

REQUIREMENTS

• 8+ years of experience in Customer Operations, Customer Support, Live Operations, or a related field, within gaming, entertainment, or technology.
• Proven experience managing customer support operations, preferably across internal and BPO teams.
• Strong understanding of customer support KPIs, including SLA, backlog, productivity, quality, CSAT, contact drivers, and operational efficiency.
• Ability to analyze operational data and turn insights into clear, actionable business recommendations.
• Strong cross-functional stakeholder management skills and the ability to influence teams without direct reporting authority.
• Demonstrated ability to prioritize and make decisions in a fast-paced, milestone-driven environment.
• Experience managing, coaching, and developing managers or operational leads.
• Willingness to work rotational shifts and support a 24x7 global operation when required.

PLUSES

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

• Bachelor's degree or equivalent experience, preferably in business, operations, computer science, or a related field.
• Experience working in the gaming or entertainment industry.
• Familiarity with Zendesk or other customer support/ticketing platforms.
• Experience with analytics and reporting tools.

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.

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-AP1

- 8+ years of experience in Customer Operations, Customer Support, Live Operations, or a related field, within gaming, entertainment, or technology. - Proven experience managing customer support operations, preferably across internal and BPO teams. - Strong understanding of customer support KPIs, including SLA, backlog, productivity, quality, CSAT, contact drivers, and operational efficiency. - Ability to analyze operational data and turn insights into clear, actionable business recommendations. - Strong cross-functional stakeholder management skills and the ability to influence teams without direct reporting authority. - Demonstrated ability to prioritize and make decisions in a fast-paced, milestone-driven environment. - Experience managing, coaching, and developing managers or operational leads. - Willingness to work rotational shifts and support a 24x7 global operation when required.