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.

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.
• 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.

Required Qualifications:

• 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

Desired Qualifications: 

• • 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

For this role, you'll find success through craft expertise, a collaborative spirit, and decision-making that prioritizes the delight of players. We will be looking at your past studies, experience, and your personal relationship with games. If you embody player empathy and care about players' experiences, this could be your role!

Our Perks:

Riot focuses on work/life balance, shown by our open paid time off policy and other perks such as flexible work schedules. We offer medical, dental, and life insurance, parental leave for you, your spouse/domestic partner, and children, and a 401k with company match. Check out our benefits pages for more information.

At Riot Games, we put players first. That mission drives every decision in our quest to create games and experiences that make it better to be a player. Whether you’re working directly on a new player-facing experience or you’re supporting the company as a whole, everyone at Riot is part of our mission. And just like in our games, we’re better when we work together. Our goal is to create collaborative teams where you are empowered to bring your unique perspective everyday. If that sounds like the kind of place you want to work, we’re looking forward to your application.

It’s our policy to provide equal employment opportunity for all applicants and members of Riot Games, Inc. Riot Games makes reasonable accommodations for handicapped and disabled Rioters and does not unlawfully discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, handicap, veteran status, marital status, criminal history, or any other category protected by applicable federal and state law. We consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with applicable federal, state and local law, including the California Fair Chance Act, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, and the Washington Fair Chance Act.

Per the Los Angeles County Fair Chance Ordinance, the following core duties may create a basis for disqualifying candidates with relevant criminal histories:

• Safeguarding confidential and sensitive Company data
• Communication with others, including Rioters and third parties such as vendors, and/or players, including minors
• Accessing Company assets, secure digital systems, and networks
• Ensuring a safe interactive environment for players and other Rioters

These duties are directly related to essential operations, safety, trust, and compliance obligations within our organization. Please note that job duties may evolve based on business needs and additional responsibilities may be assigned as necessary to maintain operational efficiency and security.