Manager, Learning and Development

Job Description

Global 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 Global Player Support Learning & Development Manager you will lead Global Player Support's Learning and Development team in defining and executing the evolution of our Learning & Development strategy. This will include fostering a culture of excellence in content design, training program management, facilitation standards, and performance improvement.
In this role you will gain a deep understanding of our agents' support journey and lead learning initiatives to optimize their knowledge and capabilities, improve proficiency metrics, and foster behaviors that enable a positive support experience. This will involve defining and executing our Learning & Development strategy, partnering cross-functionally to understand organizational objectives, and effectively connecting learning solutions to performance outcomes.
We're seeking a candidate who is driven and passionate about connecting learning solutions to results, has a strong bias toward action, and is excited to work in a player-focused environment.

Responsibilities:
• Partnering with the Sr. Manager, Scaled Operations, define and implement a holistic strategy, roadmap, and resource model to scale, expand, and support our learning and development programs
• Coach and develop a high performing team that unlocks learning and development capabilities and continuously expands our impact; providing leadership in prioritization, capacity planning, skill advancement, and career development
• Leverage learning evaluation and production performance metrics to determine efficacy of learning and development programs; refining accordingly to raise the bar of performance outcomes
• Improve and evolve our current learning and development program offerings, while identifying additional programs of impact and scale
• Partner cross-functionally to define working agreements, engagement and intake practices, stakeholder requirements, SLA expectations, and objective alignment across the organization
• Create and maintain a feedback loop with internal stakeholders; sharing process improvement recommendations as identified through gap analysis, collaborating in solutions, and ensuring the execution of resulting learning programs
• Communicate program/project status succinctly to relevant stakeholders, presenting at the Executive level when required
• Maintain currency of Learning and Development industry trends and technology, ensuring Global Player Support's learning and development organization continuously evolves
Required Qualifications:
• 7+ years in learning and development functions such as Instructional Design or Training Delivery; or a combination of education and experience
• 3+ years leading learning and development functions
• Demonstrated experience in end-end training program design and execution
• Demonstrated experience in identifying opportunity spaces, defining strategy, aligning vision, and driving deliverable and performance outcomes
• Demonstrated ability to lead multiple projects simultaneously, delivering against project requirements and timelines
• Thrives in ambiguity, can adapt and lead through dynamic environments, and is biased towards action
• Willingness/capability to travel up to 25%
• Experienced change leader, facilitator, and communications strategist
Desired Qualifications:
• 2+ years in support operations or L&D functions within a support organization
• Experience in managing partner learning and development functions, vendor relationships, and a globally distributed team
• Bachelors/Masters in Education and/or APTD/CPTD Certification
• Experience working in the Tech and/or Gaming Industry
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!

• (Mercer Island only) Base salary range between $133,700.00 - $188,000.00 USD + incentive compensation + equity + 401K with company match + medical, dental, vision, and life insurance + short and long-term disability + open PTO.

Jobcode: Reference SBJ-74v828-216-73-216-165-42 in your application.