Product Team Lead – Customer Experience & Core Services

Playtika is seeking a Product Team Lead to own the customer experience domain, including support tools, in-game player support, and core services like CRM, login, and privacy. This role involves leading a team of Product Managers, defining strategy, and delivering roadmaps for AI-first systems to enhance player satisfaction and operational efficiency. The successful candidate will collaborate with various teams to balance experience quality, performance, and business impact, championing an AI-first mindset.

Must Have

• Lead & mentor a team of 3 product managers
• Shape 6–12 month strategy for customer experience and support
• Define and deliver roadmap for customer experience solutions, CRM, login, privacy, in-game support, CS agent tools, and VIP tools
• Define and monitor key metrics such as CSAT, FRT, resolution rate, deflection rate, VIP satisfaction, and service reliability
• Align cross-functional teams
• Champion an AI-first mindset
• Handle complex stakeholder dynamics
• 5 years in Product Management, with 2 years in a lead / senior role
• Background in gaming or large-scale B2C products
• Strong data-driven and stakeholder management skills
• Comfort working with AI/LLM initiatives

Good to Have

• Experience with customer support, CRM, identity, or operations-facing systems

Join us at Playtika (NASDAQ: PLTK), where we're driven by the belief life needs play. We’re on a mission to deliver infinite ways to play using cutting-edge technologies like AI and machine learning to craft immersive experiences that connect, inspire and entertain millions of players worldwide.

From our start as a small mobile games company founded in Israel to our current position as a publicly traded company and industry leader, we continue to be a dominant force in interactive entertainment. With a diverse portfolio of award-winning, category-leading Casual and Social Casino-themed games, including nine of the top 100 highest-grossing mobile games in the US, we're setting the standard for excellence.

Our success story is co-authored by a dynamic team of storytellers, strategists, creators and data scientists who thrive on innovation. We are home of the best, advancing an inclusive culture that embraces our core values and reflects our agile DNA.

With a strong financial foundation, disciplined operations, unwavering player-focused approach and relentless can-do spirit, we're well-positioned for sustained growth. If you're ready to join the driving force behind the evolution of interactive entertainment, we invite you to come play with us.

Product Team Lead – Customer Experience & Core Services

We’re looking for a Product Team Lead to own the customer experience domain — including support tools, in-game player support, core services (CRM, login, privacy, One Connect), and VIP experience.

You’ll lead a small team of PMs and partner across Studios, Engineering, Customer Support, and Data to build scalable, AI-first systems that improve player satisfaction and operational efficiency.

What You’ll Do

• Lead & mentor a team of 3 product managers, ensuring clear ownership, collaboration, and alignment across customer experience, core services, and AI initiatives.
• Shape the 6–12 month strategy for customer experience and support — defining AI-driven opportunities in ticket deflection, routing, and agent-assist automation.
• Define and deliver the roadmap for customer experience solutions, CRM, login, privacy, in-game support, CS agent tools, and VIP tools.
• Define and monitor key metrics such as CSAT, FRT, resolution rate, deflection rate, VIP satisfaction, and service reliability.
• Align cross-functional teams — facilitating collaboration between Customer Experience Groups, Support, Studios, and Engineering (DS and Data) to balance experience quality, performance, and business impact.
• Champion an AI-first mindset, working with data and ML teams to introduce LLM-based tools that empower agents and deliver faster, smarter resolutions.
• Handle complex stakeholder dynamics with empathy and clarity — bridging differences between operations, studios, and engineering priorities.

What You Bring

• 5 years in Product Management, with 2 years in a lead / senior role
• Background in gaming or large-scale B2C products.
• Strong data-driven and stakeholder management skills.
• Comfort working with AI/LLM initiatives.
• Experience with customer support, CRM, identity, or operations-facing systems, bonus.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If you feel the above describes you perfectly - Apply now!