Director, Player Support Experience

As the Director of Player Support Experience, you will define how players experience support across Riot. You will lead the strategy and design of end-to-end player journeys, bringing together product thinking, service design, player insights, AI, automation, and human-assisted support to create experiences that are seamless, scalable, and built around player needs.

You will help evolve Player Support toward a digital-first model that can serve more players with faster and more accessible resolutions, while ensuring human support remains available for experiences that require greater care or expertise. You will establish clear ownership and accountability for player journeys, identify opportunities to solve recurring player problems at their source, and partner across Riot to improve experiences beyond the boundaries of Player Support.

Reporting directly to the Head of Global Player Support, you will be a core member of the Player Support leadership team. You will partner closely with Product, Engineering, Operations, and teams across Riot to translate our long-term Player Support strategy into measurable improvements for players.

Responsibilities:
Define and lead the long-term Player Support experience strategy, establishing a clear vision for how digital, AI-enabled, self-service, and human-assisted experiences come together for players
Own the end-to-end experience for core player support journeys, identifying friction, setting priorities, and driving measurable improvements in player outcomes
Build and lead a multidisciplinary Support Experience organization
Establish experience goals, metrics, and operating rhythms that create clear accountability for the quality and effectiveness of player journeys
Partner with Player Support Technology to shape the product direction for automation, self-service, support platforms, and other capabilities required to deliver the experience strategy
Partner with Global Operations to design experiences that can be delivered consistently and effectively at global scale
Use player research, journey analytics, experimentation, and operational insights to identify opportunities, prioritize investments, and continuously improve experiences
Develop and test new approaches to player support, including AI, automation, proactive support, and emerging technologies that can resolve player needs faster and more effectively
Build partnerships across Riot to address systemic player pain points
Hire, lead, and develop a high-performing team, creating a culture of player empathy, experimentation, accountability, collaboration, and continuous learning
Serve as a core member of the Player Support leadership team, contributing to organizational strategy, investment decisions, and the long-term evolution of Player Support

Required Qualifications:
12+ years of professional experience in Customer Experience, Service Design, Digital Experience, within technology, gaming, or consumer-facing organizations
Experience defining and executing long-term player or customer experience strategies, translating vision into clear priorities, measurable outcomes, and scalable experiences
Experience designing and improving end-to-end experiences across digital, self-service, AI-enabled, and human-assisted channels
Experience leading and developing multidisciplinary teams across experience touchpoints
Demonstrated ability to lead complex, cross-functional initiatives and build alignment across Product, Engineering, Operations, and other partner organizations
Experience partnering with engineering and operations teams to build and scale player-facing products, platforms, and service capabilities
Strong systems thinking, with experience connecting product, technology, operations, policy, and people to improve the end-to-end player experience
Experience using player research, analytics, experimentation, and other quantitative and qualitative insights to prioritize investments, measure outcomes, and drive continuous improvement

Desired Qualifications:
Experience working in gaming, entertainment, SaaS, marketplaces, or other large-scale digital consumer products
Experience building AI-enabled experiences, conversational AI, automation, or digital self-service capabilities
Experience leading customer experience transformation, digital transformation, or support modernization initiatives
Experience with customer support technologies, including CRM platforms, contact center technologies, journey orchestration, and analytics
Experience leading teams in a global organization and partnering across distributed or outsourced service organizations