Sr. Player Support Operations & Strategy Lead
About the job
Why PlayStation?
PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation®5, PlayStation®4, PlayStation®VR, PlayStation®Plus, acclaimed PlayStation software titles from PlayStation Studios, and more.
PlayStation also strives to create an inclusive environment that empowers employees and embraces diversity. We welcome and encourage everyone who has a passion and curiosity for innovation, technology, and play to explore our open positions and join our growing global team.
The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Corporation.
PlayStation Studios is on the lookout for an accomplished senior gaming player support leader to become the Sr. Player Support Operations & Strategy Lead for our Live Service team. This vital role focuses on crafting, developing, and operationalizing a sophisticated player support framework tailored to our diverse live service game portfolio.
This position is designed for a passionate industry veteran known for a strategic mindset, exceptional player support expertise, and a collaborative approach to managing comprehensive player support needs and retention strategies across various platforms, including console, PC, or mobile.
You will report directly to PlayStation Studios’ Director of Player Engagement, playing an instrumental role in evolving our player support strategies and contributing significantly to the success and health of our live service offerings.
Responsibilities:
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Collaborate closely with the Director of Player Engagement to refine and operationalize the strategic vision for player support, guaranteeing effective and cohesive execution across PlayStation Studios’ live service titles.
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Innovate, develop, and implement best practices, tools, and processes for player support, focusing on streamlining operational workflows and elevating efficiency and effectiveness within the player support domain.
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Lead targeted initiatives aimed at refining player support operations, enhancing the quality, impact, and effectiveness of our player support efforts throughout PlayStation Studios.
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Engage in proactive collaboration with cross-functional teams, aligning player support operations strategies with the broader goals of PlayStation Studios to ensure a unified and player-centric approach to player support.
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Utilize and analyze clear KPIs to uncover opportunities for improved player support, influencing key stakeholders and propelling successful initiatives forward.
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Guide the selection and integration of the latest player support technologies and platforms, aligning them with our strategic objectives to enhance engagement capabilities and support.
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Champion a culture of innovation, continuous improvement, and best practice sharing across PlayStation Studios, enhancing our overall player support framework and capabilities.
Required Skills:
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Demonstrated leadership within the gaming industry, particularly in player support operations and strategy for live service games, showcasing the ability to drive strategic operational improvements.
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Expert understanding of player support strategies, focusing on achieving operational excellence, process optimization, and leading innovation within player support practices.
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Proficiency in analyzing player support metrics, employing data-driven insights to inform strategic decisions, refine operational approaches, and enhance player support outcomes and customer satisfaction.
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Strong communication skills, adept at effectively collaborating with various internal teams and external stakeholders, ensuring clear articulation of strategic visions and fostering successful partnerships.
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In-depth knowledge of current player support technologies, trends, and best practices, with a proven track record of applying this expertise to elevate player support in a dynamic gaming environment.
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A history of leading and developing high-performing teams, dedicated to promoting an environment that emphasizes growth, operational excellence, and continuous learning.
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At SIE, we consider several factors when setting each role’s base pay range, including the competitive benchmarking data for the market and geographic location.
Please note that the base pay range may vary in line with our hybrid working policy and individual base pay will be determined based on job-related factors which may include knowledge, skills, experience, and location.
In addition, this role is eligible for SIE’s top-tier benefits package that includes medical, dental, vision, matching 401(k), paid time off, wellness program and coveted employee discounts for Sony products. This role also may be eligible for a bonus package. Click here to learn more.
Equal Opportunity Statement:
Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy or maternity, trade union membership or membership in any other legally protected category.
We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.
PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.
About The Company
Want to take your career to the next level? Search open job vacancies at any of the Sony Interactive sites by visiting playstation.com/careers/
Sony Interactive Entertainment pushes the boundaries of entertainment and innovation, starting from the launch of the original PlayStation in Japan in 1994. Today, we continue to deliver innovative and thrilling experiences to a global audience through our PlayStation line of products and services that include generation-defining hardware, pioneering network services, and award-winning games. Headquartered in San Mateo, California, with global functions in California, London, and Tokyo, and game development studios around the world as part of PlayStation Studios, we believe that the power of play is borderless. Sony Interactive Entertainment is a wholly owned subsidiary of Sony Group Corporation.
For more information about our company, please visit SonyInteractive.com. For more information about PlayStation products, please visit PlayStation.com.
