Player Support Analyst II

Player Support Producer advocates and helps establish how our players receive support. You help our Support Operations resolve their issues and help our players get back in the game as quickly as possible. You work with game and product teams and partner with a global team of Vendor Partners to ensure that Riot is delivering a magical experience to our players during their support interaction. You will report to a Player Support Manager and will work with a dedicated team to accomplish the responsibilities of the role.

Responsibilities:

• Represent Player Support (policy, capabilities, Service level agreements, status) to partners, customers and investors by advocating team projects to track dependencies, coordinate scope changes to ensure completion of projects and products, facilitate cross-team collaboration and ensure projects are delivering value to customers.
• Suggest cross-team process improvements that improve the player experience and improve team collaboration
• Work with Senior Production teammates to maintain the roadmap and call out any risks, dependencies, and issues for deliverables within a 3-6 month time frame
• Facilitate launch meetings, design post-launch runbooks, and be the first point of escalation for the team for post-delivery. Measure post-launch feature Indicators to assess player impact. Work with senior production to determine iterative next steps.
• Guide large projects autonomously, including requirements gathering and execution. Coordinate the efforts of producers, operations teams, engineers, user experience design, and other multi discipline teams to achieve valuable player experiences
• Facilitate team planning and manage inputs required for large projects and delivery within scope, target, and quality.
• Rely on Senior Product Leads to evaluate all opportunities and allocate resourcing to projects based on the overarching prioritization and complexity. You will partner with Senior Product Leads to determine project viability, scope and improvements.
• You will use team goals and pre defined frameworks to help identify opportunities and build plans that maximize the project impact.
• Once committed, producers will help drive projects through partner alignment, project management, facilitating rituals, refining requirements, and measuring impact.
• You will will be provided craft guidance from a Manager for their initiative to escalate and resolve conflicts out of scope
• Maintain live operations by being the first point of escalation for the team for post delivery by using runbooks and pre-established guidelines (operational overhead, tech debt) supported by Senior Production.
• Manage partner and customer relationships in Player Support (policy, capabilities, Service level agreements, status) by aligning on and advocating for team plans.
• Can complete strategies and advocate for their customer needs for well-defined customer segments to ensure positive Player Experiences. Manage projects, schedules resources, and coordinate scope changes to ensure completion of projects
• Ensure success of live operations by using skillset to measure and implement any post delivery requirements.

• Five years of professional experience
• A background in the Player Support Space
• Two + years in a Project Management, Product or Technical Product Role

• Experience working with engineering teams directly
• Assisted in shipping or managing customer service of multiple game / software Worked as part of an Agile team.
• Worked as an Agent supporting Game Teams or managing Agent Operations.

Does this sound like you? Apply today! 

Employer Details:

• Onward Search is an equal opportunity employer, dedicated to a policy of non-discrimination in an employment with regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, veteran status or any other classification protected by federal, state and local laws and ordinances. Candidates must be at least 18 years old to be considered for employment. EOE/M/F/D/V/SO.
• In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
• Onward Search offers medical, dental, vision benefits, as well as a 401k program, for all eligible full time temporary assignments.
• Onward Search is unable to support 1099 / Corp-to-Corp or Independent Contractor arrangements at this time. All freelancers will be paid as W2 employees.
• Onward Search is a drug-free workplace.