Community Operations Manager (Gaming Community)

Description

Side (formerly PTW) is a global video game development and services provider, offering technical and creative solutions to many of the largest developers and studios around the world. Founded in 2009 and drawing on 30+ years' experience from our parent company in Japan, Side has since grown to become a global force with 20 studios in 14 countries across North America, Europe, South America, and Asia.

Our industry-leading services include game development, art production, audio production, quality assurance, localization, localization QA, player support, community management, and datasets.

Help us bring stories to the world! Join a global team of passionate gamers and contribute to delivering unforgettable game experiences.

Experience our side of life. For more information, visit www.side.inc.

About DUBS

DUBS is a rapidly growing mobile app built to connect gamers worldwide through seamless group finding (LFG), chat, and real-time community features. Our core audience is gamers, with a special focus on younger and diverse player communities. DUBS aims to provide a safe, inclusive, and engaging environment for users to connect, play, and share.

The Role

We are looking for a hands-on Community Operations Manager to lead our support and engagement services for the DUBS app. This role is pivotal in scaling our community presence, driving initiatives that foster participation and retention, and overseeing a high-performing team of 9–12 Player Support & Moderation staff, including a Team Leader and Tier 2 roles.

You will help build a world-class user experience rooted in empathy, responsiveness, and a vibrant community culture, while maintaining operational excellence and aligning with DUBS’ growth goals. While initially supporting North American users, you’ll also help lay the foundation for future international expansion.

Key Responsibilities

• Lead Community Operations: Manage and scale a team of community moderators and support agents, ensuring excellent service across all shifts and channels.
• Drive Community Engagement: Design and execute programs that enhance user participation, satisfaction, and long-term retention.
• Coach & Develop: Mentor and guide your team, fostering a performance-driven and accountable culture.
• Relationship Management: Build and nurture relationships with VIP community members, creators, and influencers.
• Cross-Functional Collaboration: Partner closely with Product, Marketing, and Publishing to align community strategies with broader company objectives.
• Platform Oversight: Oversee in-app lobbies, chat channels, and app store reviews to ensure positive user interactions.
• User Insights & Reporting: Gather and analyze user feedback and KPIs, surfacing actionable insights for internal stakeholders to improve user experience and operations.
• Escalation & Incident Response: Act as lead point of contact during key moments—such as content launches or incident responses—escalating issues as needed.

Requirements

Must Have

• 3+ years in community management, operations, or digital support for games, tech platforms, or entertainment.
• Proven leadership managing teams in community moderation and player support.
• Experience with live service operations, escalation flows, and real-time responsiveness.
• Strong background handling user safety, wellbeing, and sensitive online issues.
• Familiarity with platforms and tools such as Zendesk, Community Sift, and analytics dashboards.
• Deep understanding of gaming and social mobile apps, including iOS and Android troubleshooting.
• Flexible availability to support a 24/7 team (primarily in Pacific Time, but with flexibility for the right candidate).
• Strong communication and cross-functional collaboration skills.

Nice to Have

• Experience with younger user demographics in the gaming industry.
• Prior experience scaling support teams during international expansion.
• Background in influencer or creator community management.