Hiring: Director, Player Support Experience Company: Riot Games Location: Los Angeles Metropolitan Area Job Posted Time: 2026-09-16 19:18:38 Target Skills & Keywords : Digital Transformation, SaaS About the job Experience: •12+ years of professional experience in Customer Experience, Service Design, Digital Experience, within technology, gaming, or consumer-facing organizations Required Skills: •Define and lead the long-term Player Support experience strategy, establishing a clear vision for how digital, AI-enabled, self-service, and human-assisted experiences come together for players •Own the end-to-end experience for core player support journeys, identifying friction, setting priorities, and driving measurable improvements in player outcomes •Build and lead a multidisciplinary Support Experience organization •Establish experience goals, metrics, and operating rhythms that create clear accountability for the quality and effectiveness of player journeys •Partner with Player Support Technology to shape the product direction for automation, self-service, support platforms, and other capabilities required to deliver the experience strategy •Partner with Global Operations to design experiences that can be delivered consistently and effectively at global scale •Use player research, journey analytics, experimentation, and operational insights to identify opportunities, prioritize investments, and continuously improve experiences •Develop and test new approaches to player support, including AI, automation, proactive support, and emerging technologies that can resolve player needs faster and more effectively Qualifications: •Demonstrated ability to lead complex, cross-functional initiatives and build alignment across Product, Engineering, Operations, and other partner organizations •Strong systems thinking, with experience connecting product, technology, operations, policy, and people to improve the end-to-end player experience •For this role, you'll find success through craft expertise, strategic thinking, and a collaborative spirit that prioritizes the experience of players. You will balance player empathy with business and operational realities, connect strategy to execution, and bring teams together to solve complex experience challenges. •We will look at your past experience, but we also look for leaders who are curious about how technology can improve the player experience and who care deeply about the experiences we create for players around the world. Compensation: •Riot focuses on work/life balance, shown by our open paid time off policy and other perks such as flexible work schedules Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!