About Scopely:

Scopely is a leading mobile games company home to many top-grossing, award-winning games including Scrabble® GO, MARVEL Strike Force, Star Trek™ Fleet Command, and YAHTZEE® 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 ‘World’s Most Innovative Companies’, Scopely has achieved more than $1 billion in lifetime revenue by creating game experiences that are an important part of people’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

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.