Senior Live Producer, Customer Experience

Job Description

As a Senior Live Producer on Riot's Customer Engagement Team, you will help ensure Riot's games, platforms, and services are delivered globally in a sustainable and low-player-impactful manner. You will monitor and report on service levels and operational health and ensure Riot's games meet operational excellence standards.

Customer Engagement, which the Sr Live Producer falls within, is a consultative role at Riot where you will demonstrate your ability to strategically and tactfully affect change. This role will draw heavily upon your project management capabilities and service delivery experience in operational environments. It will require partnering with product managers, delivery managers, and many other technical leaders across Riot. You will drive and enforce standards of service that are both best for the player and the company's operational health. You are dedicated to finding creative new ways to elevate operational quality and reduce complexity while allowing developers to do what they do best and providing players with awesome new content and features.

Responsibilities
• You are highly autonomous and can build and establish essential business relationships with partners and customers
• You will work with team/product leaders around Riot to create SLAs and working agreements where none exist and continually improve those already in place
• You will develop operational health reports on the live environment and player experience for your embedded product partners
• You will identify gaps in our service management suite and drive initiatives to improve technical operations at Riot collectively
• You will engage with product teams to review their live service and provide consultation on how they can maintain a continuous improvement mindset
• You will drive operational improvements by developing, tracking, and reporting on the Service Level Indicators to the stakeholders of your SLA portfolio
• You will strive to hold leadership accountable to the agreements they have set for operational quality in both working agreements and SLAs
• You will be able to effectively communicate the content and metrics involved with SLAs to both technical and non-technical stakeholders
• You will help consult and contribute to the Change, Incident, and Problem management processes at Riot, shaping them for future portfolio growth
• You will participate in on-call escalations and guide NOC and engineers to restore services to players
• You will report to the leadership of your primary product customer and the Manager of Live Ops Production

Required Qualifications:
• Experience managing and guiding leaders and team members through compelling communications, demonstrating operational excellence, empathetic partnership, and leading with domain expertise
• Ability to effectively present and share information across a wide array of technical expertise and senior members of the organization
• Experience delivering complex technical solutions that require coordination across multiple teams
• Experience implementing or refining ITIL/DevOps practices and procedures in a SaaS or IT environment
• Impeccable written and verbal communication skills, especially within technical space

Preferred Qualifications
• 7+ years experience running and delivering both established and new services in a live environment
• 5+ years experience in project management and prioritization frameworks for both people and systems
• Fluent in English and Chinese, to liaise with overseas teammates and promote collaboration across language and culture
Our Perks:
• Full relocation support
• Full health insurance for you, your spouse, and children
• Open paid time off
• Retirement benefits with company matching
• Life insurance, parental leave, plus short-term and long-term disability
• Play Fund so you can broaden and deepen your knowledge of our players and community through games
• We will double down on your donations of time and money to non-profits

Jobcode: Reference SBJ-d2p7vy-3-141-202-187-42 in your application.