Senior Manager, Product Management, Player Support - Riot Games

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 Senior Manager of Product Management for Player Support, you will lead a team dedicated to shaping the holistic support experience for our games. Working closely with Product, Technology, and Operations, you will define and execute the roadmap that brings this vision to life. You will lead a team of Product Managers and Producers, overseeing intake, prioritization, and execution to ensure that every player-facing feature is ready for launch and optimized for continuous improvement. This role is central to Riot's mission of providing seamless, player-centered support across every title, globally.

Responsibilities:

• Enhance Player Experiences: Elevate the player support experience across all Riot Games titles and regions by prioritizing quality and operational excellence.
• Strategic Partnership Management: Build and maintain strategic relationships with game teams and other Riot departments to integrate customer-facing features and capabilities.
• Champion the Player Voice: Act as the advocate for players and support operations, ensuring that both launch success and ongoing improvements align with player needs and expectations.
• Lead and Develop Talent: Hire, coach, and grow a high-performing, diverse team of Product Managers and Producers, with a focus on long-term career development and fostering a culture of innovation.
• Drive Operational Excellence: Achieve OKRs and maintain high service levels across player journeys, embedding a culture of operational rigor in every player interaction.
• Provide Strategic Insights: Lead business reviews (weekly, monthly, and quarterly), keeping players at the forefront while driving excellence across support channels.

Required Qualifications:

• 8-12 years of product management experience in customer support, with a record of leading agile teams to deliver exceptional outcomes.
• 4+ years of experience managing Product Managers in a dynamic environment.
• Proven success in shipping impactful customer or player-facing features within the gaming industry.
• Strong ability to translate technical needs into product requirements, and rally teams toward creating best-in-class user experiences.

Desired Qualifications:

• Passion for crafting end-to-end experiences that exceed player expectations.
• Skilled at breaking down complex problems, analyzing data, identifying business opportunities, and implementing solutions.
• Agile/Scrum certification.
• Experience supporting a live game environment.

For this role, you'll find success through craft expertise, a collaborative spirit, and choices that focus on your fellow Rioters, who are the customers of your work. Being a dedicated fan of games is not necessary for this position!

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.

Riot Games fosters a player and workplace experience that values teamwork embodied by the Summoner's Code and Community Code. Our culture embraces differences as a strength, and our values are the guiding principles for how we approach work. We are committed to putting diversity and inclusion (D&I) at the center of everything we do, and promoting a fair and collaborative culture where Rioters treat one another with dignity and respect. We encourage you to read more about our value of thriving together and our ongoing work to build the most inclusive company in Gaming.

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 San Francisco 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.