Associate Principal Product Manager, Customer Experience (CX)

$143,000 - $143,000/Yr

Rockstar - New York, NY

Full-time - Senior

New York, NY

Insurance Carriers and Related Activities

About the position

The Product Manager at Rockstar Games will be responsible for enhancing player experiences through the development of technical solutions and tools for players and customer support agents. This role involves leading the product development cycle, understanding user needs, and driving strategy and alignment across teams to deliver impactful products in a collaborative environment.

Responsibilities

• Identify the needs of players and customer support agents globally and define products to address those needs.
• Build data-driven justifications for product decisions, including business cases and vendor selection, to gain buy-in from leadership and stakeholders.
• Lead the end-to-end product development cycle, from product discovery to shipping new features.
• Provide feature specification documentation and visuals to define scope, feasibility, and effort.
• Develop key performance indicators and leverage data to generate insights on product performance.
• Maintain documentation, tutorials, and support materials for stakeholders.

Requirements

• 12+ years of technology product management experience with large volume user-facing product launches.
• 5+ years' experience driving alignment on product roadmaps and adapting them to emergent signals.
• 5+ years' experience delivering measurable results for globally distributed users.
• 5+ years' experience designing 24x7 operational tooling for scalability and reliability.
• 3+ years' experience as the primary owner of communications with working groups and leadership on product status.

Nice-to-haves

• Deep knowledge of customer support technologies in consumer technology and AAA gaming industries.
• Experience in the AAA games industry.
• Product management experience with web development and content management systems.
• Experience with analytical and visualization tools like Figma, Snowflake, and Tableau.
• Avid gamer with a passion for Rockstar Games titles.

Benefits

• Full range of medical benefits
• Financial benefits including bonuses and equity awards
• Reasonable accommodations for applicants with disabilities