Director, Global Player Experience
Job Summary
Job Description
Scopely seeks a Director, Global Player Experience to lead the global customer support strategy for a new AAA cross-platform game. Responsibilities include overseeing and scaling global support operations, implementing customer service tools, leading Trust & Safety initiatives, tracking player issues, leveraging AI/ML technologies, collaborating with cross-functional teams, driving crisis management, establishing performance metrics, and managing a VIP support team. The ideal candidate possesses 10+ years of experience in live-service game customer service, including 5+ years in senior leadership roles, experience with AAA cross-platform games, and expertise in AI/ML. The role requires strong leadership, analytical, and budget management skills, and a passion for gaming.
Must have:
- 10+ years in live-service game customer service
- 5+ years in senior leadership roles
- AAA cross-platform game experience
- Trust & Safety expertise
- Strong leadership & analytical skills
- AI/ML expertise
- Budget management experience
5 skills required
Job Details
Description
Scopely is looking for a Global Customer Experience Director to join our an ambitious new AAA cross-platform game in Culver City on a hybrid basis or remotely in the US!
At Scopely, we care deeply about what we do and want to inspire play, every day - whether in our work environments alongside our talented colleagues, or through our deep connections with our communities of players. We are a global team of game lovers who are developing, publishing and innovating the mobile games industry, connecting millions of people around the world daily.
We are in the development stages of one of our new unannounced projects and are looking for passionate game makers to collaborate, get in early and make their mark on this exciting venture!
What You Will Do
- Lead the global customer support strategy for AAA live-service game, ensuring seamless and innovative experience across all platforms.
- Oversee and scale global support operations, internal teams and extensive outsourced resources to meet evolving player needs efficiently.
- Select and implement customer service requirements, tools, and platforms to deliver operational support efficiency and scalability.
- Lead Trust & Safety policies and initiatives to foster a healthy, safe, and welcoming environment for all players.
- Track top player issues and bugs to establish robust feedback loops with the game team to ensure timely resolution.
- Leverage AI and ML technologies to modernize operations and enhance personalized, proactive player interactions.
- Collaborate closely with Community, Social, and Content teams ensuring a unified player experience across all touchpoints.
- Drive crisis management and rapid response strategies to mitigate the impact of critical issues during live-service events.
- Establish Standards, KPIs, SLAs, and other metrics to monitor performance and optimize support delivery.
- Work closely with Game Studio, Marketing, and Product teams to align strategies with player engagement goals.
- Develop and lead a VIP Support team, providing world-class assistance to our top partners and players.
- Advocate for a player-first mindset, ensuring all initiatives meet and exceed player expectations
What We’re Looking For
- 10+ years of experience in customer service for Live Service games, including 5+ years in senior leadership roles.
- Experience working on a competitive AAA, cross-platform games, or large-scale entertainment properties.
- Proven track record managing global support operations and outsourcing, for large-scale live-service games.
- Experience in Trust & Safety, developing policies and practices that ensure a safe and welcoming player environment.
- Strong leadership skills, capable of managing and inspiring a diverse, cross-functional team.
- Expertise in leveraging advanced technologies, including AI and ML, to enhance support operations.
- Strong analytical skills, utilizing data to inform strategy and optimize performance.
- Extensive budget management experience.
- Passion for gaming, with an understanding of player behaviour and motivations.
At Scopely, we create games for everyone - and want to ensure that the people behind our games reflect that! We are committed to creating a diverse, supportive work environment where everyone is treated with respect. We are committed to providing equal employment opportunities and welcome individuals from all backgrounds to join us & embrace the adventure!
About Us
Scopely is a global interactive entertainment and mobile-first video game company, home to many top, award-winning experiences such as "MONOPOLY GO!," “Star Trek™ Fleet Command,” “Stumble Guys,” “MARVEL Strike Force,” and “Yahtzee® With Buddies,” among others.
Scopely creates, publishes, and live-operates immersive games that empower a directed-by-consumer™ experience across multiple platforms--from mobile, web, PC and beyond.
Founded in 2011, Scopely is fueled by a world-class team and a proprietary technology platform Playgami that supports one of the most diversified portfolios in the games industry.
Recognized multiple times as one of Fast Company’s “World’s Most Innovative Companies,” Scopely is a multi-billion-dollar business due to its ability to create long-lasting game experiences that players enjoy for years.
Scopely has global operations in more than a dozen markets across Asia, EMEA, and North America, and is home to many internal game development teams, referred to as Scopely Studios, with additional game studio partners across four continents.
Scopely was acquired by Savvy Games Group in July 2023 for $4.9 billion, and is now an independent subsidiary of Savvy.
For more information on Scopely, visit: scopely.com.
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