TL;DR

Associate Director, Customer Experience Self-Service: Design, implement, and optimize a comprehensive customer experience self-service strategy to build an effective and intuitive ecosystem. Focus on evaluating and optimizing the performance of self-service channels and reducing support ticket volume by crafting innovative solutions to improve the overall experience.

Location: Must be based in Rockstar’s NYC headquarters in Downtown Manhattan.

Salary: $116,000—$145,600 USD

Company

%hirify_global% creates world-class entertainment experiences.

What you will do

Design, implement, and optimize a comprehensive customer experience self-service strategy to build an effective and intuitive ecosystem.
Support the creation of high-quality content, including FAQs, help center articles, video tutorials, and interactive guides.
Evaluate and optimize the performance of self-service channels including websites, mobile apps, chatbots, and interactive voice response systems to reduce customer effort and improve overall efficiency.
Work closely with product development, marketing, publishing, IT, and customer service teams to ensure seamless integration of self-service initiatives across all touchpoints of the customer journey.
Track key performance indicators and assist in reducing support ticket volume to evaluate the effectiveness of self-service initiatives and make data-driven improvements.

Requirements

5–8 years of experience in customer experience self-service.
Project management experience and a demonstrated history of achieving KPI-driven goals related to customer satisfaction and loyalty.
Strong ability to analyze sophisticated data, provide actionable insights, and run projects to improve business outcomes.
Experience adapting self-service strategy to evolving customer behaviors, preferences, and industry trends.
Knowledge of key customer experience principles, best practices and metrics.
Experience optimizing customer experience platforms (Zendesk, Salesforce), CRM systems, analytics tools, and other relevant technologies to build and improve self-service functionality.

Nice to have

Advanced degree in marketing, business, management, or equivalent experience.
Experience working in gaming, live operations, or interactive entertainment.

Culture & Benefits

Rockstar is committed to creating a work environment that promotes equal opportunity, dignity and respect.
Rockstar will provide reasonable accommodations to qualified job applicants with disabilities during the recruitment process.