This job listing expired on Dec 29, 2020
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At Rockstar Games, we create the games we would want to play ourselves.

A career at Rockstar is about being part of a team working on some of the most creatively rewarding, large-scale projects to be found in any entertainment medium. You would be welcomed to a friendly, inclusive environment where you can learn, and collaborate with some of the most talented people in the industry.

Rockstar Games is seeking a Training Manager to join the Customer Experience department at our New York City headquarters. This group manages our global customer experience and support teams, systems, and projects in order to ensure our players receive Rockstar Level support. The ideal candidate is a seasoned education and leadership professional and will be responsible for guiding the delivery of training for Rockstar Customer Experience representatives globally.

WHAT WE DO

  • The Rockstar Customer Experience team connects customers and solutions for any help request related to Rockstar Games.
  • We focus on reducing customer effort to resolve problems by sharing knowledge, providing self-service solutions, and responding to support requests with quality on par with the Rockstar Games brand.
  • We manage global support operations across multiple languages, channels and locations.
  • We work with internal and external partners to drive product and service improvements across all of our games and services.

RESPONSIBILITIES

  • Develop and implement bespoke training content and learning experiences for new hires and seasoned professionals – focusing on hard and soft skill improvement and professional development.
  • Conduct and oversee training sessions, including coaching and developing trainers, ensuring employee comprehension and demonstration.
  • Manage a team of trainers and training content creators across multiple international locations.
  • Lead effort to improve, modify, and streamline training processes to address inefficiencies, control gaps, manage constantly evolving products, and ensure all training experiences meet the Rockstar level of quality.
  • Work in tandem with a behavior-based coaching program to ensure employee success.
  • Evaluate curriculums to ensure an optimal experience for learners.
  • Understand and support development needs for multiple teams using a variety of methods and technologies to ensure stakeholder objectives are met.
  • Course facilitation, uploading/maintenance of training materials, curriculum management, participant assignment, and results reporting.
  • Observe, analyze, and report on areas of responsibility to senior leadership.
  • Implement continual learning programs to ensure global representatives remain at the cutting edge of new content and procedures.

QUALIFICATIONS

  • 5+ years training and facilitation experience.
  • 4-year degree or equivalent experience in Instructional Design, Human Resources, Business, or related field.
  • Experience training and facilitating groups of at least 20 people in physical and mediated environments required.
  • Experience supporting the success of learners in a high-performance environment across multiple global sites and languages.
  • Experience managing a team of trainers and training content creators.
  • Experience creating comprehensive, end to end training programs.
  • Experience creating and communicating strategic level reports and presentations.

SKILLS

  • Training content development.
  • Live and remote training.
  • Change Management.

PLUSES

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

  • Experience in developing and delivery of content via rapid development tools and learning management systems.
  • Experience in the video games or media industries.

ADDITIONAL INFORMATION

  • Some travel will be required (approximately 20% or twice per quarter).

HOW TO APPLY

Please apply with a CV 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 proud to be an equal opportunity employer, and we are committed to hiring, promoting, and compensating employees based on their qualifications and demonstrated ability to perform job responsibilities.

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, or race.