Manager, Operations & Process Excellence at Rockstar Games

Bengaluru, Karnataka, India

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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

Bachelor’s degree or equivalent, preferably in business, computer science, or related field
5+ years of experience in handling operations related to customer service, process management, or operational excellence, in gaming, technology, BPO, or high-volume service environments
Consistent track record as a hands-on operational builder, creating detailed process documentation and designing strategic frameworks
Developed and scaled operational workflows, transforming ad-hoc practices into structured, repeatable processes driving business outcomes
Strong analytical and problem-solving skills, identifying patterns in operational data and driving process improvements
Established documentation standards, process governance frameworks, and organizational change strategies for geographically distributed teams
Proficient in customer experience platforms (Zendesk, Salesforce), workflow automation tools, and process documentation systems (Confluence, Figma)
Ability to influence cross-functional collaborators, drive organizational change, and achieve results without direct authority through relationship-building and data-driven communication

Responsibilities

Lead our Process Operations area to build, govern, and improve global support processes for outstanding player experience
Develop, implement, and optimize end-to-end support processes and workflows for efficiency, service quality, and player experience
Build and maintain process documentation (workflows, decision trees, blocking issue paths, Standard operating procedures) for consistent execution across global teams and Business Process Outsourcing partners
Establish process governance frameworks including change management, documentation standards, and version control for scalable growth
Identify automation opportunities and partner with Technology Operations and Product teams to implement Artificial intelligence powered tools and workflow automation
Build escalation flows, routing strategies, and service processes with defined Service Level Agreements, ownership structures, and performance tracking
Develop operational benchmarks and metrics to track process efficiency and workflow effectiveness, conducting root cause analysis to drive continuous improvement
Conduct process quality audits, analyzing frontline feedback to optimize workflows, training, and reduce operational friction

Skills

Key technologies and capabilities for this role

Process DesignWorkflow OptimizationProcess GovernanceChange ManagementProcess DocumentationSOPAutomationAI ToolsEscalation ManagementRoutingCustomer ExperienceOperations Management

Questions & Answers

Common questions about this position

Is this position remote or in-office?

This is a full-time, in-office position based in Rockstar’s large game development studio in Bangalore, India.

What is the salary range for this role?

This information is not specified in the job description.

What experience and skills are required for this position?

Candidates need a Bachelor’s degree or equivalent, preferably in business, computer science, or related field, plus 5+ years of experience in customer service operations, process management, or operational excellence in gaming, technology, BPO, or high-volume service environments. A track record of building processes, creating documentation, and scaling workflows is essential.

What is the company culture like at Rockstar Games?

Rockstar Games offers an inclusive, highly-motivated environment where you can learn and collaborate with some of the most talented people in the industry, working on large-scale creative projects.

What makes a strong candidate for this Manager role?

A strong candidate is ambitious, proactive, passionate about designing and implementing operational processes, with hands-on experience building and scaling workflows, process documentation, and governance frameworks in customer service or high-volume environments.

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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