Manager, Customer Experience Technology Operations at Rockstar Games

New York, New York, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Gaming, EntertainmentIndustries

Requirements

5+ years in technical program management, technical support operations, or customer experience technology operations roles
Comprehensive knowledge of Zendesk platform architecture, including configuration, workflows, and integrations
Experience with Omnichannel Routing, Categorization and Skills Based Routing
Experience launching or leading Zendesk solutions and player- or agent-facing tools
Ability to explain technical concepts clearly to non-technical people
Ability to work collaboratively with others to share knowledge, expertise, and standard processes
Ability to plan, coordinate, and complete projects efficiently
Passion for user experience, digital support experiences, and continuous improvement

Responsibilities

Lead the configuration and governance of our CX tools, primarily Zendesk
Drive onboarding and adoption of new AI capabilities in partnership with Zendesk’s AI team and internal Rockstar CX partners
Analyze customer experience data and player journeys to drive continuous improvement in technology outcomes
Act as a liaison between technical teams and CX leadership to ensure clarity, execution, and operational alignment
Enable early adoption and rapid testing of new Zendesk features and platform integrations

Skills

Zendesk

Customer Experience

Technology Operations

Automation

Tooling

Configuration

Governance

Data Analysis

Platform Integrations

Rockstar Games

Develops and publishes popular video games

About Rockstar Games

Rockstar Games develops and publishes popular video games, focusing on creating immersive experiences for gamers on platforms like Xbox, PlayStation, and PC. Their games, such as "Grand Theft Auto" and "Red Dead Redemption," are known for their engaging storytelling, impressive graphics, and gameplay mechanics. Rockstar generates revenue through game sales, both physical and digital, as well as in-game purchases and downloadable content, which provide ongoing income after the initial sale. They also engage in licensing deals and merchandise related to their game franchises. What sets Rockstar apart from competitors is their commitment to high-quality game development and continuous investment in research to enhance gaming technology. The company's goal is to deliver exceptional gaming experiences that captivate a global audience.

New York City, New YorkHeadquarters

1998Year Founded

$5MTotal Funding

ACQUISITIONCompany Stage

Entertainment, GamingIndustries

1,001-5,000Employees

Benefits

Health Insurance

Company Equity

Performance Bonus

Flexible Work Hours

Risks

Frequent game content leaks could undermine marketing strategies and financial outcomes.

Delayed PC releases, like GTA VI, might frustrate PC gamers and affect sales.

High expectations for GTA VI could lead to backlash if not met.

Differentiation

Rockstar Games develops high-quality, immersive games with strong storytelling and graphics.

The company uses its proprietary Rockstar Advanced Game Engine (RAGE) for game development.

Rockstar Games has a diverse portfolio, including GTA, Red Dead, and Max Payne.

Upsides

Cross-platform play and cloud gaming trends enhance Rockstar's game accessibility.

User-generated content and modding communities extend game lifecycles and engagement.

AI integration in games enhances NPC behavior and immersive experiences.

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