This job listing expired on Jul 13, 2022
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Scopely is a leading mobile games company home to many top-grossing, award-winning franchises including Scrabble® GO, MARVEL Strike Force, Star Trek™ Fleet Command, Looney Tunes™ World of Mayhem, WWE Champions, The Walking Dead: Road To Survival™, YAHTZEE® With Buddies and Wheel of Fortune®: Free Play, among others. Scopely creates rewarding, immersive games that empower a directed-by-consumer experience. Founded in 2011, Scopely is fueled by a world-class team and a proprietary technology platform that personalizes gameplay at scale across one of the most diversified portfolios in the west. Recognized in Fast Company’s ‘World’s Most Innovative Companies’ and #2 on Deloitte’s ‘Technology Fast 500’ as one of the fastest-growing companies in North America, 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 Los Angeles, Barcelona, Boulder, Dublin (DIGIT game studio), London and Tokyo, with additional studios in seven countries across four continents.

As our Player Experience Manager, you’ll be responsible for ensuring our players have the best possible service experience. You will directly manage the Community Manager, Customer Support Lead, and VIP Leads within the Player experience team and work with the Central PX and Growth to ensure we are not only meeting KPIs, but exceeding player expectations.

You will be the driving force on product recommendations and Voice of the Player initiatives. You will partner with both the Growth Lead and the General Manager of the game, giving the highest priority and influence. The role will aim to increase overall player happiness, measured through engagement and retention, by gaining a comprehensive understanding of the player, their experiences and using this to help influence our product road map.

You will find a group of experienced individuals, who are all highly ambitious and driven to make our product, our community, VIP Managers, and our player experience the best it can possibly become.

What will you do:

  • You will oversee day to day management of direct reports - CS lead, CM lead, VIP Lead
  • Mentor and coach PX team members to ensure we are enabling them for success
  • You will focus on maintaining and improving three core areas of customer service operations - Support, Community, and VIP
  • Require direct reports to hold themselves accountable to high standards of performance and personal conduct, in a clear, helpful, straightforward way
  • You will work closely alongside the Head of Growth in the game you are supporting, and help drive overall customer satisfaction to expand customer engagement and increase likelihood of retention and growth within CS, CM, and VIP programs
  • The role will be a highly collaborative - engaging with many different stakeholders in departments such as LiveOps, Performance, Marketing, UA, Growth, brand, central PX
  • You will be responsible for training, and development of all Player Experience leads within your designated game pod
  • Be the point of escalation for our VIP, Customer Service, Community Management departments for the assigned game
  • As a PX Manager, you will focus on working with our player experience team to identify issues and opportunities for our players. Partnering with Growth and with our Development team to provide player-facing updates and information, and driving on improvements that enhance the experience our players
  • You will foster a positive, constructive, and communicative team environment for PX team
  • Coordinate cross-functional teams to deliver top services and support for our players
  • You will help your team monitor and measure the success of community engagements across CS, CM, and VIP with an eye for critical, actionable reporting
  • All other duties as assigned

What will you need:

  • 4+ experience managing direct reports within a support organization
  • Proven track record of building high performing teams and developing key talent.
  • Experience leading and prioritizing large-scale projects.
  • Analysis: expert skills in exploring and analyzing trends in engagement and feedback
  • Communication: interpersonal savvy and persuasive skills that make you effective at communicating a winning strategy and achieving your goals.
  • Project Management: Superb judgment and problem-solving skills, and a demonstrated excellence in prioritizing your efforts to deliver maximum value under time constraints.
  • A passion for gaming
  • Track record of innovation, driving new ideas and strategies from concept to execution.
  • Fluent English and can clearly communicate verbally and written

What makes you a rockstar:

  • Strong leadership abilities, with a proven track record of managing high performing teams
  • Knowledge and expertise with mobile games or micro-transaction apps
  • Excellent analytical, reporting, and trend analysis skills
  • Strong product knowledge, and the ability to be an authentic voice for change for our players
  • Have lead and managed diverse teams - Customer Support, Community, Customer
  • Success
  • Significant experience working with CRM tools and high comfort level with digital technology

Note: This position is located in Barcelona, Spain (and we are only considering candidates who are already authorized to work in this location)

Please submit all resumes in English