Manager, Learning and Development

Global 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 Global Player Support Learning & Development Manager you will lead Global Player Support’s Learning and Development team in defining and executing the evolution of our Learning & Development strategy. This will include fostering a culture of excellence in content design, training program management, facilitation standards, and performance improvement. 

In this role you will gain a deep understanding of our agents’ support journey and lead learning initiatives to optimize their knowledge and capabilities, improve proficiency metrics, and foster behaviors that enable a positive support experience. This will involve defining and executing our Learning & Development strategy, partnering cross-functionally to understand organizational objectives, and effectively connecting learning solutions to performance outcomes.

We’re seeking a candidate who is driven and passionate about connecting learning solutions to results, has a strong bias toward action, and is excited to work in a player-focused environment.

Responsibilities:

• Partnering with the Sr. Manager, Scaled Operations, define and implement a holistic strategy, roadmap, and resource model to scale, expand, and support our learning and development programs
• Coach and develop a high performing team that unlocks learning and development capabilities and continuously expands our impact; providing leadership in prioritization, capacity planning, skill advancement, and career development
• Leverage learning evaluation and production performance metrics to determine efficacy of learning and development programs; refining accordingly to raise the bar of performance outcomes
• Improve and evolve our current learning and development program offerings, while identifying additional programs of impact and scale
• Partner cross-functionally to define working agreements, engagement and intake practices, stakeholder requirements, SLA expectations, and objective alignment across the organization
• Create and maintain a feedback loop with internal stakeholders; sharing process improvement recommendations as identified through gap analysis, collaborating in solutions, and ensuring the execution of resulting learning programs 
• Communicate program/project status succinctly to relevant stakeholders, presenting at the Executive level when required
• Maintain currency of Learning and Development industry trends and technology, ensuring Global Player Support’s learning and development organization continuously evolves

Required Qualifications:

• 7+ years in learning and development functions such as Instructional Design or Training Delivery; or a combination of education and experience
• 3+ years leading learning and development functions 
• Demonstrated experience in end-end training program design and execution
• Demonstrated experience in identifying opportunity spaces, defining strategy, aligning vision, and driving deliverable and performance outcomes
• Demonstrated ability to lead multiple projects simultaneously, delivering against project requirements and timelines
• Thrives in ambiguity, can adapt and lead through dynamic environments, and is biased towards action
• Willingness/capability to travel up to 25%
• Experienced change leader, facilitator, and communications strategist

Desired Qualifications:

• 2+ years in support operations or L&D functions within a support organization
• Experience in managing partner learning and development functions, vendor relationships, and a globally distributed team
• Bachelors/Masters in Education and/or APTD/CPTD Certification
• Experience working in the Tech and/or Gaming Industry

For this role, you'll find success through craft expertise, a collaborative spirit, and decision-making that prioritizes the delight of players. We will be looking at your past studies, experience, and your personal relationship with games. If you embody player empathy and care about players' experiences, this could be your role!

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.