Director, Player Support Experience

Riot Games; Los Angeles (CA); On-site; USD 180,000 - 280,000; Full time

Benefits offered by this job

Medical, dental, life insurance

Parental leave

401k with company match

Open paid time off

Job summary

Riot Games seeks a Director of Player Support Experience to shape the end-to-end player support journeys, combining product thinking, AI, automation, and human-assisted support for scalable and compassionate experiences.

You will drive a digital-first evolution, establish ownership for journeys, and partner across Riot to improve experiences globally. This role reports to the Head of Global Player Support and sits on the Player Support leadership team.

Qualifications

• Proven track record shaping and delivering long-term customer/player experience strategies.
• Experience guiding cross-functional teams across product, tech, and operations.
• Ability to translate strategy into measurable outcomes and scalable experiences.

Responsibilities

• Define and lead the long-term Player Support experience strategy.
• Own end-to-end experiences for core player support journeys.
• Build and lead a multidisciplinary Support Experience organization.
• Establish goals, metrics, and operating rhythms for accountability.
• Partner with Player Support Technology and Global Operations to scale experiences.
• Use research, analytics, and experimentation to drive improvements.

Skills

Strategic leadership

Customer experience

Design thinking

AI & automation

Tools

CRM platforms

Contact center technologies

Journey orchestration

Analytics

Job description

Player Support at Riot Games strives to shatter the service expectations of players worldwide, providing millions of players with high-quality support that echoes Riot's values in every experience we provide.

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

For this role, you'll find success through craft expertise, strategic thinking, and a collaborative spirit that prioritizes the experience of players. You will balance player empathy with business and operational realities, connect strategy to execution, and bring teams together to solve complex experience challenges.

We will look at your past experience, but we also look for leaders who are curious about how technology can improve the player experience and who care deeply about the experiences we create for players around the world.

Our Perks:

Riot focuses on work/life balance, shown by our open paid time off policy and other perks such as flexible work schedules. We offer medical, dental, and life insurance, parental leave for you, your spouse/domestic partner, and children, and a 401k with company match. Check out our benefits pages for more information.

At Riot Games, we put players first. That mission drives every decision in our quest to create games and experiences that make it better to be a player. Whether you’re working directly on a new player-facing experience or you’re supporting the company as a whole, everyone at Riot is part of our mission. And just like in our games, we’re better when we work together. Our goal is to create collaborative teams where you are empowered to bring your unique perspective everyday. If that sounds like the kind of place you want to work, we’re looking forward to your application.

It’s our policy to provide equal employment opportunity for all applicants and members of Riot Games, Inc. Riot Games makes reasonable accommodations for handicapped and disabled Rioters and does not unlawfully discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, handicap, veteran status, marital status, criminal history, or any other category protected by applicable federal and state law. We consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with applicable federal, state and local law, including the California Fair Chance Act, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, the SanFrancisco Fair Chance Ordinance, and the Washington Fair Chance Act.

Per the Los Angeles County Fair Chance Ordinance, the following core duties may create a basis for disqualifying candidates with relevant criminal histories:

• Safeguarding confidential and sensitive Company data
• Communication with others, including Rioters and third parties such as vendors, and/or players, including minors
• Accessing Company assets, secure digital systems, and networks
• Ensuring a safe interactive environment for players and other Rioters

These duties are directly related to essential operations, safety, trust, and compliance obligations within our organization. Please note that job duties may evolve based on business needs and additional responsibilities may be assigned as necessary to maintain operational efficiency and security.