Diego Andres Maya Ortiz

Operations professional with 8+ years embedded in the Riot Games ecosystem, leading global support operations, process transformation programs, and cross-functional initiatives across multiple regions. Experienced in translating operational data into executive-level insights, building knowledge frameworks adopted globally, and coordinating teams across Mexico, LATAM, and international sites. Passionate gamer with firsthand understanding of live service dynamics and player behavior at scale.

Global Operations Lead – Player Support at Motivus · Riot Games Project (2017-08 – 2026-04)

Led operations and strategic programs for Riot Games' global Spanish and English support queues from Mexico, acting as the primary bridge between local teams and Riot Games' global stakeholders across regions.

• Managed end-to-end compliance and performance programs for two global queues simultaneously, coordinating with Riot Games stakeholders across multiple time zones to align priorities and resolve blockers.
• Delivered recurring performance reports and compliance reviews to senior Riot Games leadership, translating operational data into actionable recommendations that drove measurable improvements.
• Coordinated with Product, Quality, and Operations teams to design and execute process improvement initiatives, reducing inefficiencies and improving key support metrics.
• Led the full rollout of the KCS (Knowledge-Centered Service) methodology for global operations — achieving 80% adoption compliance within 3 months, a result subsequently adopted as a global benchmark.
• Built the Mexico Training Team from scratch: designed documentation infrastructure, onboarding workflows, and continuous learning programs that standardized operations across new hires and existing staff.
• Delivered on-site training sessions across Mexico, Los Angeles, Dublin, and Thailand — establishing consistent operational frameworks across geographically distributed teams.
• Improved SASI (player satisfaction index) from 73% to 82% through systematic process redesign in Player Behavior operations.
• Increased RPH (resolutions per hour) from 6.0 to 7.5 via workflow optimizations and targeted coaching interventions.
• Grew and managed the official Riot Games LATAM Discord community to 200K+ active members, building a moderation team from community volunteers and establishing community health protocols at scale.

Bachelor's Degree in Marketing – Universidad de Londres (2020)