Player Support, Senior Partner Manager

Job Description

Player Support at Riot Games strives to shatter service expectations of players around the world, providing millions of players with a high quality support that echoes Riot's values in every experience we provide. As a Senior Partner Manager, Player Support, you'll lead the EMEA region, managing a network of vendor sites. You'll be the primary contact for vendor leadership, responsible for managing and optimizing vendor relationships to maintain high performance and cost-efficiency across our global support operations. As part of a core team, you'll create and implement scalable processes and systems that maximize the potential of our global partner footprint. You'll collaborate with cross-functional teams, including Marketing, Publishing, Business Development, Live Services, Esports, and Shared Services, to integrate player support into a unified player experience. This role requires up to 15% travel.

Responsibilities:
• Operational Leadership: Make key decisions for assigned vendor sites, including evaluating site leadership, adapting processes to local needs, and overseeing staffing.
• Vendor Management: Own vendor relationships, ensuring accountability, resolving conflicts, and understanding site-specific challenges.
• Financial Oversight: Manage financial decisions and contractual obligations, overseeing budgets and optimizing site costs.
• Performance Management: Oversee 3-4 vendor sites, ensuring they meet operational performance goals, and continually improving vendor efficiency.
• Process Development: Develop, implement, and refine global and site-specific processes to enhance effectiveness and adapt to changing requirements.
• Change Management: Lead the implementation of complex changes, such as new processes or support requirements for upcoming games.
• Performance Evaluation: Define KPIs, evaluate projects using quantitative and qualitative metrics, and determine action plans for ongoing improvements.
• Team Development: Provide mentorship and guidance to partner management teams across the globe.

Required Qualifications:
• 7+ years in global customer service operations, with at least 4 years in vendor management, managing multi-site vendor operations.
• Strong experience with BPO partners across multiple countries.
• Proven ability to influence contract negotiations and launch new contact centers.
• Demonstrated success managing medium to large global B2C support centers.
• Experience in global Quality Assurance, with a solid understanding of customer support KPIs.

Desired Qualifications:
• Experience implementing global Quality Assurance and Workforce Management programs.

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:

We offer medical and dental plans that cover you, your spouse/domestic partner, and children. Life insurance, parental leave, plus short-term and long-term disability coverage are also available. Riot will support your retirement benefits with a company match, and double down on your donations of time and money to non-profit charitable organizations. Balance between work and personal life is encouraged with open paid time off, and a play fund so you can broaden and deepen your personal relationship with games.

Let's Thrive Together:

Because together we are better. It's our policy to provide equal employment opportunity for all applicants and members of Riot Games.

We know that fresh and varied perspectives will make us better at what we do, so however you identify and whatever background you bring with you, we're excited to hear from you. Don't be discouraged if you feel you don't fully meet every single one of the requirements for a particular role, there's always room for growth at Riot. If you spot a role that will make you want to jump out of bed in the morning, we are waiting to hear from you! Don't forget to include a resume. We receive many applications, but we'll notice a fun, well-written intro that shows us you Dare to Dream and Execute with Excellence.

Jobcode: Reference SBJ-r13jbx-18-119-248-48-42 in your application.