Justin Davis
About Justin Davis
Justin Davis serves as the NA Player Support Contact Operations Lead at Riot Games, where he has worked since 2017. He previously held various roles at VMC, including project management and engineering positions, and has a Bachelor's degree from Full Sail University.
Work at Riot Games
Justin Davis has been employed at Riot Games since 2017, currently holding the position of NA Player Support Contact Operations Lead. In this role, he has focused on enhancing operational efficiency and vendor relationships within the North American player support team. His responsibilities include designing and implementing a new vendor agent organization structure that promotes scalability and clear ownership. He also played a key role in the collaboration on a new agent level KPI that supports the Zendesk Chat platform.
Previous Experience at VMC
Before joining Riot Games, Justin Davis worked at VMC in various roles from 2009 to 2017. His positions included Xbox Live Arcade Milestone Acceptance Lead Test Engineer, Live Games Player Support Project Manager, Windows Phone Certification Project Manager, and Xbox Live Arcade Certification Software Test Engineer. Throughout his tenure, he managed vendor relationships, performance, and financials, and led the implementation of standard operating procedures with a team of four.
Education and Expertise
Justin Davis studied at Full Sail University, where he earned a Bachelor's degree from 2006 to 2008. His education has provided him with a strong foundation in project management and operations, which he has applied throughout his career in the gaming industry. His expertise encompasses vendor management, operational efficiency, and performance metrics.
Achievements in Vendor Management
During his time at VMC, Justin Davis organized and conducted a four-vendor RFP process for North American Player Support. This initiative resulted in additional contractual level SLAs and enhanced vendor employee perks while maintaining negligible cost increases. His efforts have contributed to improved vendor performance and support capabilities.