Senior Product Manager, Customer Experience

At Rockstar Games, we create world-class entertainment experiences. 

Become part of a team working on some of the most rewarding, large-scale creative projects to be found in any entertainment medium - all within an inclusive, highly-motivated environment where you can learn and collaborate with some of the most talented people in the industry.

Rockstar Games is seeking passionate and talented product management professionals to help lead our Online Services product teams. The Online Services team supports Rockstar’s online platform across games and web, serving millions of players worldwide.  In this role, you will create and execute on a vision for our account management platform, combining aspects of account security, data privacy, administration platforms, and customer support. 

This is a full-time, in-office position based out of Rockstar’s NYC headquarters in Downtown Manhattan. 

WHAT WE DO

• The Rockstar Games Online Services Team is a passionate development group, focused on growing and maintaining the technology platform that powers Rockstar’s titles and our ability to deliver world-class player experiences. 
• The Customer Experience Product Management team focuses on providing technical solutions and tooling for our players and customer support agents to improve the player journey.
• We enable 24x7 support around the globe for our distributed player base. 

RESPONSIBILITIES

• Understand the Users: Identify the account management and privacy needs of our players and associated tooling for customer support agents across the globe. 
• Drive Strategy & Alignment: Define data-driven justifications for platform decisions, getting buy-in across leadership and stakeholders to execute on your vision.  
• Platform Development: Build tooling and user interfaces to enable administrators to manage accounts and game data at scale. 
• Assess & Mitigate Risk: Collaborate with security teams to identify potential attack vectors to compromise account security and privacy, including automated attacks and social engineering. 
• Get Into the Details: Provide feature specification documentation, feature visuals and all other artifacts that help define the appropriate scope, feasibility, and level of effort.  
• Provide Smart Insights: Develop key performance indicators, and leverage data & reporting systems to generate insights on product performance to help influence ongoing priorities and decisions.  

QUALIFICATIONS

• 10+ years of technology product management experience through end-to-end, large volume user-facing product launches.  
• Extensive experience with global account management systems, including implementing account security features and structuring data privacy solutions. 
• Experience using SQL, data analysis, and user research to inform development priorities and justify feature decisions. 

SKILLS

• Ability to define policy about privacy, trust & safety, and security approaches.
• Experience working with engineering, security, and operational teams to inform technology decisions, solution tradeoffs, and requirements for products. 
• Experience designing 24x7 solutions, with responsibility for scalability, reliability, and availability. 
• Experience as the primary owner of communications with working groups and leadership on product status and features. 

PLUSES

Please note that these are desirable skills and are not required to apply for the position.

• Deep knowledge of account management solutions, especially those used by the consumer technology, entertainment, and AAA gaming industries.  
• Experience working in the AAA games industry. 
• Experience with Splunk, Crowdstrike, Castle.io, Arkose, Captcha, or similar cybersecurity tooling. 
• Experience with analytical and visualization tools like Figma, Snowflake, and Tableau. 
• Experience with project management methodologies and process improvement. 
• Avid gamer with a passion for Rockstar Games titles.  
• Degree in computer science or equivalent experience. 

HOW TO APPLY

Please apply with a resume and cover letter demonstrating how you meet the skills above. If we would like to move forward with your application, a Rockstar recruiter will reach out to you to explain next steps and guide you through the process.

Rockstar is committed to creating a work environment that promotes equal opportunity, dignity and respect. In line with this commitment, Rockstar will provide reasonable accommodations to qualified job applicants with disabilities during the recruitment process in order for such applicants to be considered for the position for which they are applying, as well as to qualified employees to enable them to perform the essential functions of their roles. If you need more information about Rockstar’s reasonable accommodation policies or process, or need to request an accommodation, please contact the Human Resources Department.                                   

If you’ve got the right skills for the job, we want to hear from you. We encourage applications from all suitable candidates regardless of age, disability, gender identity, sexual orientation, religion, belief, race, or any other protected category.