Director, CX Self-Serve & Tech Operations

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

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.

Pluses

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

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.