Kyle Riseling
Sammamish
Summary
Knowledgeable Technical Product Manager with solid history of managing teams and driving operational success. Skilled in implementing strategic initiatives that enhance productivity and efficiency. Demonstrated ability in problem-solving and decision-making.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Manager Product Management
Riot Games
Mercer Island, WA
12.2019 - Current
- Led a team that owned player engagement with Customer Service, the policies that are created for Customer Service Agents, and the tools to reduce player pain.
- Led a team that owned Customer Service as a Product for all of Riot Games.
- Owned product strategy and process improvement for a team of 15+ producers and product managers, that led to a year over year reduction in waste by 44%
- Led a team that owned all tool integrations (CRM, Web Portal, Automation, etc.) between internal partner teams and Customer Service.
- Managed the relationships with each game product team at Riot, in order to represent Customer Service and to advocate for changes to technology and games for the improvement of agents.
- Improved Customer Satisfaction as measured by Customer Surveys year over year by 4.8% across all products.
- Reduced overall contact volume 10% year over year, and 38% over the 3 year period, while maintaining service quality.
- Identified gaps in structure that led to the creation of multiple teams to streamline the organization.
Product Manager / Senior Producer
Riot Games
12.2019 - 09.2022
- Accountable for the delivery of the Customer Experience as it pertains to League of Legends Wild Rift
- Managed a mixed team of developers to build all customer facing articles, behavior management tools, customer service tools and integrations with the game client and game servers for League of Legends Wild Rift
- Worked with partners from game teams and central services to ensure that all stakeholders had a voice in the player experience and when interacting with customer service
- Prioritized backlog and managed relationships with third party developers to create backend integrations with game client and game server for customer facing and agent facing tools
- Coordinated the onboarding of regional support and marketing organizations for the roll out of Wild Rift across the globe
- Accountable for incident management from first report through resolution and compensation
System Owner / Technical Product Manager
Electronic Arts
Austin, TX
03.2011 - 04.2019
- Managed the ongoing improvement and maintenance of multiple Customer Relationship Management (CRM) software packages, in use by over 2,000 advisors worldwide
- Took requirements from stakeholders and converted them into User Stories, Epics and Business Requirement Documentation (BRDs)
- Worked with partners from game teams and central services to update CRM software packages to benefit advisors and players
- Ran multi-year program to implement New Salesforce Lightning CRM
- Ran monthly cross department planning and prioritization meetings to determine feature priority
- Owned integration of 100+ individual games into the CRM solution for PS ensuring agent efficiency
Senior Producer Demand Management
Electronic Arts
06.2014 - 08.2017
- Reviewed all new product launches for potential contact driving issues and provided recommendations to reduce the impact on the player
- Provided quantitative insights around top driving issues by creating SQL queries and reporting in a MySQL environment
- Worked with multiple EA studios to document top contact driving issues and to provide recommendations to improve the overall player experience. Drove an average annual cost avoidance totaling an excess of 12 million US dollars.
- Served as the project manager and as a subject matter expert on a team to establish the player journey for incidents in all EA products
- Worked with technology teams to design and implement new tools that supported studio fraud teams, customer experience teams and player self service
Technical Product Manager
BioWare Label
03.2011 - 06.2014
- Architected a homegrown CRM software solution used by over 1000 agents worldwide
- Was part of the award-winning Live Production Team that launched Star Wars: The Old Republic
- Designed and implemented a security system that is the best in the industry with a yield of virtually 0 compromised accounts
- Planned and implemented the event logs / hooks for Star Wars: The Old Republic
- Managed the relationship between Bioware studios and the Customer Experience Organization
- Worked with multiple Bioware Studios in the preparation of the launch of their games, including: Warhammer: Wrath of Heroes, Star Wars: The Old Republic, and Ultima Forever
- Designed the first CS Policies and Procedures for Star Wars: The Old Republic
- Managed the Process Improvement and Efficiency Team which was responsible for the reduction of cost by driving agent efficiency
- Worked with game designers and production teams to make sure that new game features did not cause an increased spend for customer service
System Owner / Lead Game Master / Team Manager
Blizzard Entertainment
08.2004 - 03.2011
- Managed a tools team responsible for building advisor and personnel management tools
- Oversaw the design and sustenance of multiple tools including the creation of two CRMs used by over 1,000 advisors worldwide
- Motivated and led a team of 30-120 multi-tiered agents and floor supervisors with the purpose of providing the best customer service in the industry
- Proven ability to think ahead and evaluate effective tactics for long-term queue management
- Led a team in the creation and maintenance of the Game Master Operational Policies and Procedures
- Managed the creation and implementation of numerous groups within the support department, designed to facilitate more efficient customer support
- Managed the creation and implementation of the Internal Knowledge Base Project which eventually matured into a Customer Support Wiki
- Worked with key members of Quality Control in order to define guidelines for the quality of In-Game Support
- Served as the Point of Contact for a department of 600+ employees, making decisions on resource/queue management and the strategies necessary in order to manage incoming volume
- While Point of Contact, helped create and refine workflows and queue management techniques that became standard operating procedure
- Created effective battle plans for handling spikes in work and to resolve ongoing trends
- Created and led a team of Technical Specialists with the goal of fostering communication between departments
Education
High School Diploma -
El Modena High School
Orange, CA06-1998
Skills
- Customer service
- Team leadership
- CRM expertise
- Continuous integration and deployment
- Data-driven decision making
- Business process improvement
- Software development lifecycle
- Stakeholder communication
- Product lifecycle management
- Performance metrics tracking
- Customer journey mapping
Certification
- CSPO - Certified Scrum Product Owner - Scrum Alliance
- Lean Six Sigma Green Belt
Timeline
Manager Product Management
Riot Games
12.2019 - Current
Product Manager / Senior Producer
Riot Games
12.2019 - 09.2022
Senior Producer Demand Management
Electronic Arts
06.2014 - 08.2017
System Owner / Technical Product Manager
Electronic Arts
03.2011 - 04.2019
Technical Product Manager
BioWare Label
03.2011 - 06.2014
System Owner / Lead Game Master / Team Manager
Blizzard Entertainment
08.2004 - 03.2011
High School Diploma -
El Modena High School