Senior Program Manager - Player Support

Player Support at Riot Games strives to shatter service expectations of players around the world, providing millions of players with a high quality support that echoes Riot’s values in every experience we provide. As Senior Program Manager, you’ll be responsible for the execution and success of multiple programs that are critical to Global Player Support Operations strategy.

Responsibilities

• Successfully manage high priority and complexity programs or projects on a global departmental, or multi-departmental, scale ensuring strategic alignment to Global Player Support strategy and KPIs. 
• Establish relationships with senior stakeholders in and beyond Player Support to define business requirements, objectives and establish KPIs and success criteria, facilitating a culture of collaboration.
• Partner with legal, compliance and external vendors to ensure player support program requirements are supported and risks are mitigated. 
• Implement robust program governance frameworks to ensure clear decision making and communication.
• Develop comprehensive program or project plans, leveraging a deep skillset and knowledge of varying methodologies and frameworks to successfully deliver to scope, budget and timeline.
• Proactively identify and mitigate risks, define and action on escalation plans independently and rapidly to prevent or resolve issues.
• Communicate/present program/project strategy, direction and status to relevant stakeholders and sponsors at executive level.
• Mediate complex decisions and use negotiation skills to resolve potential conflicts within program teams. 
• Drive a culture of continuous improvement by contributing to defining PMO/Org Level strategy, playbooks and frameworks based on experience for successfully running large-cross functional initiatives, demonstrating excellence in proactively understanding and resolving internal customer pain points.
• Reporting to the head of GPS PMO, work closely with the Director of Global Support Operations and Enablement to define and own the end to end program management roadmap for PMO within the pillar, providing strategic guidance on programmatic approaches and priority focus areas based on data.
• Be accountable for adoption of new processes, governance and ways of working defined by the Global Player Support PMO within Operations and Enablement including KPI/OKR tracking, process improvements.
• Define and implement Operations and Enablement Rhythm of Business, driving alignment across the Global Player Support Operations pillars across multiple time zones and offices, owning intake and organization for emergent and existing projects.
• Coach junior PMO team members in project management approaches and across the business to embed Project Management best practices more widely.

Required Qualifications

• BA/BSC Degree
• 7+ years of project and/or program management experience at a gaming or technology company and/or start up.
• Proven track record of delivering large scale impactful programs and projects at a cross departmental level.
• Advanced experience in defining and applying project and/or program management approaches including agile frameworks.
• Strong analytical skills with the ability to independently source and interpret relevant data.
• Demonstrated expertise working in a PMO environment and developing PMO strategy.
• Experience with PPM tools such as Jira, Notion, Gsuite, Miro. 
• Enjoy solving challenging problems, with the ability to turn incomplete, conflicting, or ambiguous inputs into solid action plans.
• Excellent leadership and interpersonal skills working with/influencing senior/executive leadership teams.
• Experience working in a fast paced customer support environment.

Desired Qualifications

• Advanced understanding of Google apps, JIRA, Tableau, Notion.
• Project Management Accreditations eg. PMP, PMI PMO CP, Prince2, Certified Scrum Master

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:

We offer medical, dental, and vision plans that cover you, your spouse/domestic partner, and children. Life insurance, parental leave, plus short-term and long-term disability coverage are also available. Riot will support your retirement benefits with a company match, and double down on your donations of time and money to non-profit charitable organizations. Balance between work and personal life is encouraged with open paid time off, and a play fund so you can broaden and deepen your personal relationship with games.

At Riot Games, we put players first. That mission drives every decision in our quest to create games and experiences that make it better to be a player. Whether you’re working directly on a new player-facing experience or you’re supporting the company as a whole, everyone at Riot is part of our mission. And just like in our games, we’re better when we work together. Our goal is to create collaborative teams where you are empowered to bring your unique perspective everyday. If that sounds like the kind of place you want to work, we’re looking forward to your application.

Client-provided location(s): Dublin, Ireland

Job ID: 7257304

Employment Type: OTHER

Posted: 2025-09-17T18:30:36