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Scopely

Director, Player Experience

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Scopely
๐Ÿ‡ช๐Ÿ‡ธ Barcelona

About Scopely:

Scopely is a leading mobile games company home to many top-grossing, award-winning games including Scrabbleยฎ GO, MARVEL Strike Force, Star Trekโ„ข Fleet Command, and YAHTZEEยฎ With Buddies among others. Founded in 2011, Scopely is fueled by a world-class team and a proprietary technology platform, Playgami, that personalizes gameplay at scale across one of the most diversified portfolios. Recognized by Fast Company as one of the โ€˜Worldโ€™s Most Innovative Companiesโ€™, Scopely has achieved more than $1 billion in lifetime revenue by creating game experiences that are an important part of peopleโ€™s lives. Scopely has global operations in Barcelona, Boulder, Dublin, London, Los Angeles, Seol, Seville, Shanghai and Tokyo, with additional studios in seven countries across four continents. For more information, visit our website.

Director, Player Experience

As the Director of Player Experience you will support the Vice President of Player Experience in developing and executing proactive strategies, policies, and procedures for the department in order to exceed customer satisfaction, growth, and retention initiatives as well as support any changing business needs. You will also partner with the Head of Growth to oversee a diverse team focused on customer service, community management, and premium support with their day to day, and measuring the team's performance. In order for you to be successful in this role you are a thought leader, operator, data driven, and problem solver.

What you will do:

VIP

  • Own and execute the strategic direction of the VIP Services Department, including operating procedures, structure, and goals
  • Leading a high performing team of vip managers who will be measured across engagement, retention, and growth targets
  • Identify new opportunities to grow, engage, and retain our customer base through the different life cycles

Community

  • Help lead a team of talented community professionals with clarity and empathy, and steering them in the right direction to achieve community goals and initiatives
  • Daily guidance, collaboration, and mentorship of team members and help drive execution of community social content strategy across multiple game properties
  • Own and drive short and long-term community strategy across portfolio, translating strategy into plans of action, and setting clear goals and objectives for the team
  • Collaborate with community leads, cross-functional teams, development stakeholders, marketing, and brand partners, and align around key initiatives
  • Work with CM Leads and understand what is working and what is not, and continuously improve community tactics

CS

  • Develop close relationships with each business functions (Growth and Studios) to ensure ongoing alignment and business objectives are being supported by PX
  • Work alongside the PX team to prepare for new game launches and implementation of support services
  • Act as an escalation point for day to day operations
  • Monitor and manage Queue Health across all portfolio to ensure KPIs are being met by CS partners
  • Ensure PX teams are achieving project goals, objectives, milestones, and deliverables
  • Facilitate collaboration among cross-geographical and functional teams to drive outcomes and meet KPIs
  • Maintain alignment with development teams to support Product Roadmap features and in turn provide input and requirements in order for the PX team to support new releases successfully
  • Communicate tasks, decisions, and processes in terms of the big picture and cross-departmental goals
  • Contribute to the continuous improvement mindset across the PX function

What you will have:

  • 4+ years in a Senior Manager or Director role in customer support, community management, and/or VIP management, preferably in a mobile or software games company
  • A college degree in communication, marketing, business, or have many years working experience in a related field
  • Solid experience supporting teams and working with multiple business units (customer support, developers, marketing, brand, operations, etc.) to OKRs focused on servicing customers with measured results
  • Demonstrated track record managing major community programs at scale, including new channel growth, developer communications, influencer activations, and content creator initiatives
  • Excellent analytical skills and experience with manipulating data, and ability to interpret and present data to senior management
  • Strong written communications and editorial skills
  • Able to make critical decisions under time constraints and a full workload
  • Flexible and can occasionally work atypical hours to support a global company
  • Expert knowledge of Microsoft Office Suite, Google Suite, Social Media Channels
  • Working experience with CRM Systems, Looker, Power Bi, Software as a Service systems used in customer support or community
  • Strong familiarity and knowledge of gaming communities
  • Fluent English - written and spoken

Scopely is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, family or parental status, gender identity, veteran, or disability status, or other protected status.

Candidate information will be treated in accordance with our candidate privacy notice.