Director, Player Support Experience (AI)

Location: Not specified

Company

Riot Games creates games and player experiences, with a mission to put players first.

What you will do

• Define the long-term Player Support experience strategy across digital, AI-enabled, self-service, and human-assisted channels.
• Own end-to-end player support journeys, identify friction, set priorities, and drive measurable improvements in player outcomes.
• Build and lead a multidisciplinary Support Experience organization.
• Establish experience goals, metrics, and operating rhythms with clear accountability for journey quality and effectiveness.
• Partner with Product, Engineering, Technology, Operations, and other Riot teams to develop automation, self-service, support platforms, and globally scalable capabilities.
• Use player research, analytics, experimentation, and operational insights to improve support and address systemic player pain points.

Requirements

• 12+ years of professional experience in Customer Experience, Service Design, or Digital Experience within technology, gaming, or consumer-facing organizations.
• Experience defining and executing long-term player or customer experience strategies with measurable outcomes.
• Experience designing end-to-end experiences across digital, self-service, AI-enabled, and human-assisted channels.
• Experience leading and developing multidisciplinary teams across experience touchpoints.
• Ability to lead complex cross-functional initiatives and align Product, Engineering, Operations, and partner organizations.
• Experience using research, analytics, experimentation, and qualitative and quantitative insights to prioritize investments and drive continuous improvement.

Nice to have

• Experience 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 CRM platforms, contact center technologies, journey orchestration, and analytics.
• Experience leading teams in global organizations and partnering with distributed or outsourced service organizations.

Culture & Benefits

• Open paid time off policy and flexible work schedules.
• Medical, dental, and life insurance.
• Parental leave for employees, spouses or domestic partners, and children.
• 401k with company match.
• Collaborative culture focused on player empathy, experimentation, accountability, and continuous learning.