Associate Live Operations Manager

Rockstar Games; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Rockstar Games in Bangalore is seeking an Associate Live Operations Manager to drive customer experience and live operations for our games in a fast-paced, in-house studio environment. The role involves monitoring ticket volumes, coordinating with global teams, and optimizing staffing to ensure smooth operations across channels.

Strong communication, prioritization, and collaboration skills are essential for success.

Qualifications

• 4-6 years of experience in Customer Service, preferably in gaming or entertainment industries.
• Bachelor’s degree or equivalent, preferably in business, computer science, or related field.
• Willingness to work rotational shifts in a 24x7 environment.
• Outstanding communication and interpersonal skills.
• Demonstrated ability to prioritize tasks in a dynamic, milestone-driven environment.
• Ability to handle customer queries through email, chat, or ticketing system.
• Collaborate with internal and BPO teams to efficiently address user feedback and complaints.
• Monitor customer experience KPIs and scorecards to provide actionable insights on performance.

Responsibilities

• Monitor incoming ticket volumes vs forecast across multiple channels and proactively respond to changes.
• Maintain an open communication channel with global teams to leverage resources across different sites to meet established service level agreements.
• Recommend staff allocation adjustments to handle unexpected spikes in service demand.
• Evaluate staff scheduling to maximize service efficiency.
• Ensure seamless communication with first party, different sites, and internal teams, to maintain steady operations.
• Perform other duties as assigned.

Skills

Customer service

Communication

Interpersonal skills

Prioritization

Ticketing systems

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

Zendesk

CRM systems

Job description

Become part of a team working on some of the most rewarding, large-scale creative projects to be found in any entertainment medium - all within an inclusive, highly-motivated environment where you can learn and collaborate with some of the most talented people in the industry.

Rockstar is on the lookout for a talented Associate Live Operations Manager who possesses a passion for Customer Experience.

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

At Rockstar Games, we create world-class entertainment experiences.

Become part of a team working on some of the most rewarding, large-scale creative projects to be found in any entertainment medium - all within an inclusive, highly-motivated environment where you can learn and collaborate with some of the most talented people in the industry.

Rockstar is on the lookout for a talented Associate Live Operations Manager who possesses a passion for Customer Experience.

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

WHAT WE DO

• The Rockstar Games Customer Experience Team focuses on enhancing the relationship between our games and our players with the goal of delivering an optimal, Rockstar-level support experience.
• We provide value to the Rockstar Games brand by improving the overall customer experience, lowering effort to receive support, and providing practical insight into our product development staff on player reported problems to assist in project prioritization.
• We manage global support operations across multiple languages, channels, and locations.

RESPONSIBILITIES

• Monitor incoming ticket volumes vs forecast across multiple channels and proactively respond to changes.
• Maintain an open communication channel with global teams to leverage resources across different sites to meet established service level agreements.
• Recommend staff allocation adjustments to handle unexpected spikes in service demand.
• Evaluate staff scheduling to maximize service efficiency.
• Ensure seamless communication with first party, different sites, and internal teams, to maintain steady operations.
• Perform other duties as assigned.

REQUIREMENTS

• 4-6 years of experience in Customer Service, preferably in gaming or entertainment industries.
• Bachelor’s degree or equivalent, preferably in business, computer science, or related field.
• Willingness to work rotational shifts in a 24x7 environment.
• Outstanding communication and interpersonal skills.
• Demonstrated ability to prioritize tasks in a dynamic, milestone-driven environment.
• Ability to handle customer queries through email, chat, or ticketing system.
• Collaborate with internal and BPO teams to efficiently address user feedback and complaints.
• Monitor customer experience KPIs and scorecards to provide actionable insights on performance.

PLUSES

Please note that these are desirable skills and are not required to apply for the position.

• Familiarity with Zendesk.

Rockstar is committed to creating a work environment that promotes equal opportunity, dignity and respect. In line with this commitment, Rockstar will provide reasonable accommodations to qualified job applicants with disabilities during the recruitment process in order for such applicants to be considered for the position for which they are applying, as well as to qualified employees to enable them to perform the essential functions of their roles. If you need more information about Rockstar’s reasonable accommodation policies or process, or need to request an accommodation, please notify your recruiter during the interview process.

** For those based in Toronto, Rockstar will provide accommodations to job applicants and employees as long as such accommodations do not pose an undue hardship on Rockstar, and consistent with its obligations under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

If you’ve got the right skills for the job, we want to hear from you. We encourage applications from all suitable candidates regardless of age, disability, gender identity, sexual orientation, religion, belief, race, or any other protected category.

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