Global Player Support PMO Program Manager - 12 month contract

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 a Program Manager III you’ll be responsible for the identification, strategy development and execution and success of multiple deliverables that are critical to Global Player Support and GPS PMO strategy.

This is a 12 month contract role based in Dublin.

Responsibilities

Define and build processes and frameworks to scale GPS wide work optimization and cross team collaboration success.
Identify and pursue opportunities to address process or framework gaps leveraging experience, data & best practices with minimal support from senior leadership, actively contributing to the team strategy and goal formulation supporting Leadership.
Create playbooks and templates to address organizational needs gathering input from different levels of stakeholders.
Standardization of GPS level work systems taking requirements from across stakeholders particularly the PMO program managers. Define which tools and platforms should be used to meet organizational goals and reporting, terminology and approaches, and work with teams to ensure consistent application across GPS.
Drive efforts to scale and improve Program/Project Management Knowledge sharing and guidance within the PMO for example; PMO onboarding, establish connections with the internal Riot Community of Practice and using internal standards to inform PMO opportunities to improve/align to Riot ways of working.
Drive efforts to scale and improve Program/Project Management Knowledge sharing and guidance beyond the PMO for example; creating runbooks for smaller projects, keeping PMO internal documentation current or providing internal training on Project/Program Management skills.
Conduct insights reporting, proactively identify metrics PMO should be tracking and devise methods to baseline and actively track and improve against them. Formulate regular reports and work with Insights to create dashboards where feasible.
Create/Contribute to detailed roadmaps for the Portfolio Management team level to ensure visibility into the execution on deliverables, be able to prioritize according to impact for the organization.
Help define, standardize and implement working agreements across GPS.

Required Qualifications

7+ years of experience in Product or Program Management
Experience with successfully implementing complex systems and frameworks at the organizational/global level
Proven experience successfully leading diverse, multi-disciplinary teams through multiple projects to scope, on time and within budget.
Capable of facilitating and managing complex prioritization decisions between a variety of needs and stakeholders/teams. Able to clearly define and articulate goals and outcomes through roadmaps or other artifacts.
Strong bias to action, able to translate a vision or set of needs into a plan and execute against it with minimal supervision.
Proactively identify, mitigate and manage dependencies across teams, navigating, differing and sometimes competing priorities.
Proactively identify potential blockers to the success of deliverables and teams and work to resolve them.
Excellent listening skills and organizational empathy, able to work with all levels of stakeholders from junior to executive level to intake inputs and requirements, seamlessly translating them into action plans that accurately reflect organizational needs, proposing compromises and aligning teams towards single or multi-layered solutions where necessary.
Seeks out relationships across organizations to facilitate discussion and input at different levels. Able to negotiate different perspectives to manage both intra and inter-team conflict as well as evangelize PMO team priorities and solutions.
Ability to communicate complex topics effectively and with clarity across low context audiences at multiple levels, mediums (verbal, written) and disciplines. Documentation is clear, detailed, updated and easy to understand.
Strong decision making ability, knowing when to escalate and when to act autonomously.

Required Qualifications

Risk Management experience for Support Operations
Project Management certification eg. PMP or CSM
Experience with JIRA Structure, Dashboards, Plans
Experience with Notion

For this role, you'll find success through craft expertise, a collaborative spirit, and decision-making that prioritizes your fellow Rioters, who are the customers of your work. Being a dedicated fan of games is not necessary for this position

Let's Thrive Together

Because together we are better. It's our policy to provide equal employment opportunities for all applicants and members of Riot Games.

We know that fresh and varied perspectives will make us better at what we do, so however you identify and whatever background you bring with you, we're excited to hear from you. Don't be discouraged if you feel you don't fully meet every single one of the requirements for a particular role, there's always room for growth at Riot. If you spot a role that will make you want to jump out of bed in the morning, we are waiting to hear from you! Don't forget to include a resume. We receive many applications, but we'll notice a fun, well-written intro that shows us you Dare to Dream and Execute with Excellence.