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Zynga

Senior Player Support Manager

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Zynga
πŸ‡ΊπŸ‡Έ Austin, TX

Zynga is looking for someone who will be responsible for daily operations and execution for ongoing Support Operations. This role will have the responsibility of maintaining service levels, measuring and improving player satisfaction, team management, and vendor operations oversight. The successful candidate will become a game expert for a selection of assigned Zynga game titles and will support our Studio partner groups in the delivery of player-facing information exchange. The position will require the skill to build and maintain an integrated relationship with Studio partner groups and other internal teams based throughout our Global Operations while ensuring an excellent Player Support Experience for our players.

A passion for gaming and delivering the highest standards of support are a must! Responsibility for the motivation and leadership of all team members also lies with the Senior Player Support Manager. As a Senior Player Support Manager you are expected to be able to support multiple titles, coordinate efforts of junior Player Support Managers, be part of and have the ability to lead any PSO internally assigned projects, and support the Management team on operational practices with both internal and external partner teams. The candidate for this role should have experience mentoring colleagues, providing feedback and core skill development, and outlining development progression plans. You should be comfortable working in a very fast-paced environment, where change happens at a rapid pace. This role will be working on our Slot titles.

RESPONSIBILITIES:

  • Strategic Player Support Guidance for our Studio Partners
  • Tactical application of best practices, proven strategies, and product implementation
  • Implementation and adherence to our Player Support Service Catalog
  • Coordination of information exchange with our Experience Service Managers
  • Management of vendor support operations, including training, quality control, and performance calibrations
  • Daily analysis and reporting of player-facing game issues; including in-depth analysis of feedback from player satisfaction and suggested game improvements
  • Management of a team of Player support agents providing issue resolution
  • Management of Game-Specific Support Strategies in conjunction with our Player Support Team(s)
  • Be an advocate and an expert in the games your team is supporting and act as a point of contact for your team in game-related questions.
  • Identification and Escalation of emerging/trending game bugs and coordination with Studio Partners for expedited resolutions
  • Support and advise partner sites supporting Zynga games on best practices
  • Strive to maximize consumer satisfaction and assist the team in solving issues in a way that balances the needs of the consumer and the business.
  • Understanding the concepts of capacity planning for agent headcount
  • Reporting on process improvements, team performance, and development opportunities
  • Peer support and mentorship
  • Continuously contributes to the establishment and use of best practices
  • Participate and lead projects within the Player Support Organization
  • Review Vendor team performance and ensure they are calibrated on Zynga policies and procedures, as well as new game updates based on all available reporting – regularly provide feedback to the management team on findings and progress
  • Deliver coaching to Vendor and other developmental activities that are tailored to the needs of the individual
  • Ensure a healthy, motivated and positive team environment, addressing issues and providing feedback where necessary in a timely manner
  • Be a role model by adhering to and living our company values – lead by example
  • Conduct regular team meetings and one-to-one meetings to ensure the team understands current team/game status and performance
  • Be a role model by adhering to and living our company values – lead by example

REQUIRED SKILLS:

  • Passion for gaming and customer service – knowledge of our current games is an absolute advantage
  • Experience in online gaming environment desired
  • Minimum of 3-5 years supervising customer care teams
  • Experience supervising teams in multi-cultural teams
  • Adaptability and the ability to work in a high paced environment
  • Excellent verbal and written communication skills
  • Must be self-motivated and have strong organizational skills
  • Excellent people management and time management skills
  • Experience working cross-functionally across many groups in the company
  • Must be dependable and possess strong leadership skills
  • Able to conduct analysis of statistical information; Excel experience is a must
  • Experience with CRM tools
  • Proficiency in MS Office required
  • Some travel may be required
  • Ability to work flexible hours and to work using own initiative
  • Ability to work well under pressure and get things done
  • A good understanding of different cultures and a proven interest in people and their development
  • Bachelor's Degree or equivalent work experience

HIRING UPDATE: The safety of our candidates and team members is our top priority. During the COVID-19 pandemic, our workforce transitioned to working from home, with all interviewing and onboarding being conducted virtually until further notice.

We are an equal opportunity employer and we are committed to building a diverse and talented workforce. We do not discriminate on the basis of race, sex, religion, colour, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, medical condition, disability, or any other class or characteristic protected by applicable law. We welcome job-seekers, players, employees, and partners from all backgrounds to join us!

We will consider all qualified job-seekers with criminal histories in a manner consistent with applicable law.

We are committed to providing reasonable accommodations to qualified individuals with physical or mental disabilities in order to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at [email protected] to request an accommodation associated with your application for an open position.