Pokémon Go Social Engagement, APAC Operations Manager

1 Month ago • 8 Years + • Operations • Community Management

Job Summary

Job Description

The Pokémon Go Social Engagement, APAC Operations Manager at Niantic will lead social and community strategy for the APAC region, focusing on rapid response, engagement, and player empowerment. This role involves coordinating with workforce vendors, overseeing social workforce operations, and ensuring agents are game experts providing excellent service. Responsibilities include reporting on outcomes, collaborating with marketing and product teams, analyzing player feedback, improving support tools, and supporting live events. The ideal candidate will have 8+ years of experience in scaling player experience programs for global digital products, fluency in Japanese and English, and a deep understanding of social media platforms.
Must have:
  • 8+ years experience in player experience or operational programs
  • Fluency in Japanese and English
  • Lead complex projects and collaborate with multiple partners
  • Deep understanding of social media platforms
  • Improve player experience and ownership
Good to have:
  • Fluency in additional languages
  • Experience with app store engagement

Job Details

Niantic inspires people to explore the world together, and Player Experience is by their side at every stage of their journey.

The Player Experience team is focused on providing high-quality service and quick issue resolution to Niantic players, in addition to leveraging data and customer insights to drive improvements and optimizations to the player experience.

As the Social Engagement lead for APAC on the Player Experience team, you’ll play a critical role in shaping and strengthening the bond between players and Pokémon GO through improved service, engagement, and clarity in our social support and community spaces.

The candidate will work closely with Global operations, Tokyo Studio, and cross-functional team leads to develop and execute toward shared goals.

Responsibilities

Player Experience Leadership:

  • Develop a comprehensive social and community strategy focused on rapid response, engagement, and empowerment for players while amplifying product and marketing efforts to improve their overall experience. Champion a thriving digital support community.
  • Lead the implementation and continuous refinement of global PX standards, driving a consistent and exceptional player experience across all regions.
  • Report regularly on outcomes, and advocate for players by ensuring their feedback and insights are shared with internal partners.
  • Continuously learn and evolve while collaborating with the global PX team to drive the programmatic improvements and champion the best practices.

Game Expertise and Social Workforce Coordination:

  • Coordinate with workforce vendors and oversee Social Workforce operations, ensuring agents are game experts who are empowered to provide service, support, and clarity to players across social and community spaces.
  • Oversee coordinate, and report on app store engagement to monitor and improve app store ratings.
  • Collaborate with marketing teams and product support leads to plan, write, edit, and publish user-facing support content on social media and in product forums.
  • Proactively share player insights with product, marketing, and other teams to ensure player experience is a core consideration across all functions.
  • Apply player feedback analytics to champion player needs and drive actionable insights for feature development and roadmap adjustments. Prioritize bug resolutions to ensure smooth player experience.

Master support tools and systems:

  • Continuously identify and implement improvements to support tools configurations and workflows for increased efficiency and effectiveness.
  • Serve as a subject matter expert in support tools, configuring ticketing systems and forums to align with organizational strategy and industry standards.
  • Partner with external tooling providers to optimize social support engagement tooling configuration and implement industry and regional best practices.

Collaborate for Success:

  • Develop strong communication channels with internal teams and external partners, ensuring timely information sharing and effective collaboration.
  • Facilitate resolutions and collaboration by providing clear and concise reporting on critical information and insights, as well as, regular and reliable attendance and participation in meetings.

Live events support:

  • Attend live events and prepare resources for social workforce and onsite support of players. Proactively identify and resolve potential logistical and technical challenges for live events and in-game activities. Collaborate with vendors and on-site teams to ensure smooth event delivery.
  • Required in office on Tuesday, Wednesday, and Thursday.

Qualifications

  • BA/BS degree and 8+ years experience in scaling and enhancing player experience or operational programs for a global digital product.
  • Excellent written and verbal communication in both Japanese and English. Fluency in additional languages is a plus.
  • Validated ability to lead complex projects and collaborate with multiple partners under pressure, thriving in fast-paced, hybrid environments while adapting to challenges.
  • A genuine passion for improving player experiences and a strong sense of ownership and initiative.
  • In-depth knowledge and understanding of social media platforms (X, Reddit, Facebook, etc.) and product forums and how they can be used to achieve business goals.
  • Ability to work in a fast-paced hybrid environment and handle stress appropriately and/or ability to solve practical problems and be sufficiently adaptable to handle dynamic situations with little advance notice. 
  • Experience working on cross-functional teams with ability to communicate effectively through written and verbal communications, including asynchronous interactions with others.
  • A strong belief in Niantic's mission and a passion for its products.

Join the Niantic team!

Niantic's global-scale augmented reality platform and digital map powers spatial computing experiences in the real world. Incubated out of the Maps team at Google, Niantic first created Ingress and then Pokémon GO, a cultural phenomenon and hit game played by tens of millions of people each month. Niantic’s Lightship platform, which powers Pokémon GO, also supports the company's other games including Pikmin Bloom, Peridot and Monster Hunter Now. Developers use Niantic’s platform to build their own AR applications and experiences, either with the Lightship Platform or directly through the web with 8th Wall.

We believe that cultivating a workplace where our people are supported and included is essential to creating great products our community will love. Our mission emphasizes seeking and hiring diverse voices, including those who are traditionally underrepresented in the technology industry, and we consider this to be one of the most important values we hold close.

Niantic is a hybrid first company. We believe that in person interaction and collaboration fosters creativity, a sense of community, and is critical to our future success as a company. Our hybrid work schedules allow for a mix of remote and in-office work.

We're a hard-working, fun, and exciting group who value intellectual curiosity and a passion for problem-solving! We have growing offices located in San Francisco, Sunnyvale, Palo Alto, Bellevue, Kansas, London, Tokyo, Hamburg, Hyderabad, and Zürich. #LI-HYBRID

Candidate Privacy Policy

I understand that by submitting my job application, the information I provide as part of that application will be used in accordance with Niantic’s Privacy Notice for Job Applicants and Candidates.

If required by law, by submitting my job application I consent to the processing of my information as described in that Notice, including processing information I voluntarily disclose to Niantic, such as health or medical information, race or ethnicity data, and sexual orientation data and, in limited circumstances sharing information with third parties such as references and other third parties that assist in the hiring process.

Similar Jobs

clevertap - Vice President - Finance

clevertap

Mumbai, Maharashtra, India (On-Site)
1 Month ago
Bloober Team - Senior Producer

Bloober Team

Kraków, Lesser Poland Voivodeship, Poland (On-Site)
1 Month ago
Canva - Machine Learning Engineer - Ecosystem Experiences

Canva

Surry Hills, New South Wales, Australia (Remote)
2 Months ago
Optiv - Federal Client Director

Optiv

Tampa, Florida, United States (Remote)
1 Month ago
PwC - IN_Senior Associate _Java Developer _Data & Analytics _Advisory _PAN India

PwC

Kolkata, West Bengal, India (On-Site)
8 Months ago
Tesla - Tesla Support Regional Supervisor

Tesla

North Holland, Netherlands (On-Site)
4 Months ago
Nagarro - Associate Staff Consultant, Operations

Nagarro

Atlanta, Georgia, United States (On-Site)
7 Months ago
Netflix - Team Lead, Launch Operations (Product Discovery & Promotion)

Netflix

Manila, Metro Manila, Philippines (On-Site)
1 Month ago
Keywords Studios - IT Senior Support Manager

Keywords Studios

Lombardy, Italy (Hybrid)
1 Month ago
Riot Games - Procurement Specialist

Riot Games

Dublin, County Dublin, Ireland (On-Site)
6 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Go Fund Me - Senior Fullstack Engineer

Go Fund Me

Buenos Aires, Buenos Aires, Argentina (On-Site)
2 Weeks ago
PrizePicks - Senior Director, Live Events & Experiential Marketing

PrizePicks

Atlanta, Georgia, United States (Hybrid)
1 Week ago
Autodesk - Principal Data Analyst

Autodesk

Toronto, Ontario, Canada (Hybrid)
1 Year ago
PPfa - Senior Specialist, Protective Services

PPfa

New York, United States (Hybrid)
1 Week ago
Blitz app - Front End Engineer

Blitz app

Los Angeles, California, United States (On-Site)
3 Years ago
London stock Exchange - Oracle EBS/Cloud Fusion - RMCS Lead Engineer

London stock Exchange

Hyderabad, Telangana, India (On-Site)
1 Week ago
easygo - Payments Operations Manager

easygo

Melbourne, Victoria, Australia (On-Site)
2 Months ago
P99 soft - Lead Full Stack Developer (IC role)

P99 soft

Bengaluru, Karnataka, India (Hybrid)
1 Month ago
Thumbtack - Senior Experience Researcher

Thumbtack

United States (Remote)
3 Weeks ago
Ceragon Networks - Revenue Recognition Analyst

Ceragon Networks

Bengaluru, Karnataka, India (Hybrid)
1 Week ago

Get notifed when new similar jobs are uploaded

Jobs in Tokyo, Japan

Colo pl - Build Engineer

Colo pl

Minato City, Tokyo, Japan (On-Site)
12 Months ago
Brave Group (Language barrier) - Production Coordinator for TCG

Brave Group (Language barrier)

Kawasaki, Kanagawa, Japan (On-Site)
2 Weeks ago
Progress - Partner Account Manager, Senior

Progress

Japan (Remote)
1 Month ago
Sailpoint - Account Executive

Sailpoint

Japan (Remote)
3 Weeks ago
Game freak - R&D Programmer: Communication Systems [Junior Class]

Game freak

Chiyoda City, Tokyo, Japan (On-Site)
4 Weeks ago
q games - Gameplay Programmer

q games

Kyoto, Kyoto, Japan (On-Site)
1 Month ago
Appirits - Accounting Staff

Appirits

Shibuya, Tokyo, Japan (Hybrid)
2 Months ago
Extreme Inc. - In-house SE/Tokyo

Extreme Inc.

Tokyo, Japan (Hybrid)
1 Month ago
KOJIMA PRODUCTIONS - Environment Artist

KOJIMA PRODUCTIONS

Tokyo, Japan (On-Site)
6 Months ago
Crowd Strick - Sales Development Representative

Crowd Strick

Tokyo, Japan (On-Site)
3 Weeks ago

Get notifed when new similar jobs are uploaded

Operations Jobs

Nagarro - Associate Staff Consultant, Operations

Nagarro

Atlanta, Georgia, United States (On-Site)
7 Months ago
Nagarro - Staff Consultant, Admin Operations

Nagarro

(On-Site)
7 Months ago
Hawkeye Innovations - Match Operations Assistant - Bruges

Hawkeye Innovations

Bruges, Flanders, Belgium (On-Site)
1 Month ago
Playtech - English Speaking Game Presenter

Playtech

Magdalena Del Mar, Lima Province, Peru (On-Site)
4 Months ago
Tesla - Workshop Supervisor

Tesla

Zürich, Zurich, Switzerland (On-Site)
4 Months ago
Playtech - Online Gaming Assistant

Playtech

Miraflores, Lima Province, Peru (On-Site)
4 Months ago
Blazesoft - Online Casino Program Manager

Blazesoft

Canada (On-Site)
11 Months ago
clevertap - Senior Customer Success Engineer

clevertap

Mumbai, Maharashtra, India (On-Site)
7 Months ago
The Walt Disney Company - Shipwide Production Supervisor (Fixed Term)

The Walt Disney Company

Toronto, Ontario, Canada (On-Site)
1 Month ago
Evolution  - Turkish & English Speaking Game Presenter

Evolution

Birkirkara, Malta (On-Site)
10 Months ago

Get notifed when new similar jobs are uploaded