Player Support at Riot Games strives to shatter the service expectations of players worldwide, providing millions of players with high-quality support that echoes Riot’s values in every experience we provide. 

As the Player Support Training Program Manager you will support Player Support’s learning and development team through training program design, management, execution, and ongoing support. You will work directly with a team of Trainers and a Training Lead, located across multiple partners and locations to understand learning needs, define learning objectives, and ensure successful delivery of designed learning solutions. 

In this role you will gain a deep understanding of our agents’ support journey and lead knowledge management initiatives to optimize their capabilities, improve the time it takes for agents to resolve player inquiries, and foster the behaviors that enable a positive support experience . This will involve analyzing performance and knowledge opportunity spaces, determining optimal learning solutions, and supporting learning solution project management to bridge gaps in knowledge, skill, and behaviors. 

Responsibilities

• Conduct training program design and maintenance as assigned, including learning requirement discovery and definition, course and program design in support of learning objectives, application content development, continuous program evaluation, and iterative program design. 
• Manage the effective execution of training programs, ensuring delivery as designed through train-the-trainer facilitation, observation, and certification.
• Aligned with Partner Operations, maintain a strong positive vendor relationship with the L&D and Operations functions across our Global Partners; ensure the Learning & Development functions are meeting the outcomes required, Learning & Development functions are staffed as contracted, and provide consultancy on operational performance solutioning. 
• Leverage key performance measurements and learning evaluation to determine efficacy of Player Support’s Learning and Development programs; refining accordingly to exceed performance standards.
• Maintain currency of Learning and Development industry trends and technology, ensuring Player Support’s training delivery organization continuously evolves.
• Provide training facilitation, basic instructional design, and quality assurance calibration support as needed.

Required Qualifications:

• 3+ years of experience in learning and development functions 
• Demonstrated experience in end-end training program design and execution
• Thrives in ambiguity and can adapt and lead through dynamic environments
• Experienced Change Leader, Facilitator, and Communications Strategist

Desired Qualifications:

• APTD/CPTD Certified
• Experience working in the Tech and/or Gaming Industry

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!