Customer Experience and Product Operations Specialist
Job Description
- Exposure to AI-based support tools or digital CX transformation.
- Background in tech, e-commerce, or gaming sectors is preferred.
- High learning agility, adaptability, and ability to thrive under pressure.
- 5+ years of experience in customer experience or operations.
- Proven record of improving service operations or impactful projects.
- Strong project management skills with a get-things-done mentality.
Who Are We?
HoYoverse is committed to providing immersive virtual world experiences to players around the world. We have brought fans popular games including Genshin Impact, Honkai: Star Rail, Honkai Impact 3rd, Tears of Themis, and Zenless Zone Zero, as well as a wide range of entertainment content.
Community is at the heart of everything we do. We are devoted to engaging fans and fostering an enthusiastic and inclusive global community that provides access and encouragement for people to share their passion for ACG (Animation, Comics, and Games) through their own creativity and skills.
Pushing the boundaries of imagination, we consistently explore cutting-edge game development technologies, and have accumulated leading technical capabilities in cel shading, cloud gaming, and other fields.
In the future, we will continue to expand our content production, technology research, and publishing duties through operations in offices in Singapore, Montreal, Los Angeles, Tokyo, Seoul, and other areas.
When you apply to a position with HoYoverse, we will process your personal data. To learn more about how we process your data, we encourage you to review our comprehensive Global Applicant and Candidate Privacy Policy. This policy provides detailed insights into how your information is collected, used, and protected throughout the application process.
About the Role:
We are looking for a highly capable and driven Customer Experience and Product Operations Specialist with a strong background in operations. This is not a traditional support role — we are seeking someone who can operate across functions, bring structure to chaos, and push forward initiatives that elevate our end-to-end customer journey. You may come from operations, product, or business roles, but you understand what great customer experience looks like and how to make it happen at scale.
What You Will Do:
- Drive the optimization of customer support workflows, systems, and tools to improve efficiency and service quality.
- Collaborate closely with product, operations, and customer-facing teams to ensure seamless execution and feedback loops.
- Lead initiatives involving automation, process transformation, and the application of AI/tech tools in the CX space.
- Own key operational projects from ideation to rollout — with a focus on impact, execution, and iteration.
- Act as a strong internal advocate for the customer, helping the organization balance experience with scalability.
What We Are Looking For:
- 5+ years of experience in customer experience, operations, or related business functions.
- Proven track record of improving complex service operations or driving impactful projects across teams.
- Strong project management skills with a hands-on, get-things-done mentality.
- Exposure to AI-based support tools, automation, or digital CX transformation is a strong advantage.
- High learning agility, adaptability, and the ability to thrive under pressure in a fast-changing environment.
- Background in tech, e-commerce, gaming, or other fast-paced sectors is preferred.
We are an equal opportunity employer that believes diverse backgrounds are key to bringing our concepts to life. If you're looking to play a key role in creating the best immersive virtual world experience for our users, we invite you to join our team.
