Wayfarer Operations Program Lead

3 Weeks ago • 5 Years + • Community Management • Operations • $121,500 PA - $135,000 PA

Job Summary

Job Description

As Wayfarer Operations Program Lead, you'll manage Niantic's crowd-sourced map program, Wayfarer, engaging its community through events and ambassador programs. Responsibilities include overseeing operations, workflow development, issue tracking, supporting agents, leveraging data insights, collaborating with partners, and managing live events. You'll work closely with product and engineering teams, ensuring Wayfarer support and community programs are up-to-date and effective. The role requires excellent communication, project management, and community engagement skills, with a strong passion for improving player experiences.
Must have:
  • 5+ years experience in player experience or operational programs
  • Excellent communication (written & verbal)
  • Lead complex projects and collaborate with partners
  • Passion for improving player experience
  • Experience with cross-functional teams
Good to have:
  • Fluency in Japanese
  • Experience with ticketing systems and forums
Perks:
  • Bonus
  • Equity
  • Benefits

Job Details

As a member of Player Experience, you’ll join a team that delights in delivering high-quality support, quick issue resolution, and useful and educational social and community experiences to the people who use Niantic games and products. You’ll work closely with product and development partners to leverage data and customer insights to drive improvements and optimizations to the player experience, maintaining tight feedback loops between our players and cross-functional partners.

As the Wayfarer Operations Program Lead, you’ll manage a vibrant community of players who contribute to Niantic’s crowd-sourced map program, Wayfarer. You’ll oversee and design engaging strategies to enrich the experience of our Wayfarer community, including stewardship of our community ambassador program as well as Wayfarer’s presence at Live Events.

We’re looking for someone with proven communication skills, as well as deep experience and enthusiasm for managing communities. If you're passionate about community, collaboration, and Niantic games, we'd love to hear from you.

Responsibilities

Support Operations Leadership:

  • Partner closely with product and engineering partners to ensure Wayfarer support and community programs are up-to-date, accurate, and prepared for new and updated feature launches.
  • Oversee Wayfarer operations, including workflow development, issue (bug) tracking and prioritization, and develop internal and external documentation for support agents and Wayfarer community members.
  • Oversee the Wayfarer support agents by answering policy questions, reviewing and implementing suggestions for process improvements, staffing on-call, and handling urgent or sensitive escalations.
  • Leverage data insights to champion the voice of the user in internal discussions with strategic partners of varying levels and job functions.
  • Work with regional partners to collect input on regional and cultural differences and improve implementation plans. Lead the implementation and continuous refinement of global PX standards, driving a consistent and exceptional player experience across all regions.

Live events and community support:

  • Build trust and motivate engagement in the Wayfarer Community through direct engagement in the community forum and at live events.
  • Manage a group of highly engaged and motivated players who act as community ambassadors by collecting their feedback, cultivating ongoing relationships, and ensuring sustained, high quality output.
  • Attend live events to provide onsite support of players, attendees and community members.
  • 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.

Master support tools, processes and systems:

  • Continuously identify and advocate for improvements to support tools configurations and workflows for increased efficiency and effectiveness.
  • Constantly look for solutions to problems and evaluate ways to more efficiently and effectively lead the global support processes.
  • Serve as a subject matter expert in support tools, configuring ticketing systems and forums to align with organizational strategy and industry standards.

Collaborate for Success:

  • Collaborate with cross-functional team members and partners, including regular and reliable attendance and participation in meetings.
  • Facilitate resolutions and collaboration by providing clear and concise reporting on critical information and insights.
  • Continuously learn and evolve while collaborating with the global PX team to drive the programmatic improvements and champion the best practices.

Qualifications

  • BA/BS degree and 5+ years experience in scaling and enhancing player experience or operational programs for a global digital product.
  • Excellent written and verbal communication in English. Fluency in additional languages (especially Japanese) 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.
  • A strong belief in Niantic's mission and a passion for its products.
  • 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.
  • Collaborate with the team in-person and in-office two days per week.

The total compensation package for this position includes a new hire offer base salary range of $121,500 - $135,000 + bonus + equity + benefits.

Individual pay within this salary range is determined by work location and additional factors, including assessed job-related skills, experience, and relevant education or training. Your recruiter can answer any questions about new hire total compensation during the hiring process. An overview of benefit offerings for your location can be found on the careers page.

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

Cirrus Logic - SAP Business Systems Analyst

Cirrus Logic

Austin, Texas, United States (Hybrid)
1 Month ago
Warner Bros Games - Senior Software Engineer - Java

Warner Bros Games

Bengaluru, Karnataka, India (Hybrid)
2 Months ago
Diligent - Field Marketing Manager

Diligent

Sydney, New South Wales, Australia (On-Site)
1 Day ago
Sitetracker - Sr. Salesforce Engineer

Sitetracker

Sydney, New South Wales, Australia (Remote)
6 Months ago
Scopely - Production Director - Monopoly GO!

Scopely

Seville, Andalusia, Spain (Hybrid)
2 Months ago
Chimera entertainment - Working Student – Community & Social Media Management (Mandarin Speaking Gaming Community)

Chimera entertainment

Munich, Bavaria, Germany (On-Site)
1 Month ago
Carry1st - Tribe Campus Leader

Carry1st

Cairo Governorate, Egypt (Remote)
1 Month ago
Playtika - Copywriter

Playtika

Israel (On-Site)
6 Months ago
Fliff  Inc  - Community Manager

Fliff Inc

Austin, Texas, United States (On-Site)
9 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Axon - Account Executive

Axon

(Remote)
7 Hours ago
Cargo Studio - Lead DevOps Engineer

Cargo Studio

(On-Site)
2 Months ago
Ubisoft - Principal R&D Scientist on Bots & Behaviors

Ubisoft

Bordeaux, Nouvelle-Aquitaine, France (Hybrid)
3 Months ago
PINKERTON | Comprehensive Risk Management - Senior GSOC Specialist

PINKERTON | Comprehensive Risk Management

Karnataka, India (On-Site)
5 Months ago
Riot Games - Senior Sound Designer - Unpublished R&D Product

Riot Games

Los Angeles, California, United States (On-Site)
1 Day ago
Vercel - Product Engineer

Vercel

New York, New York, United States (Hybrid)
8 Hours ago
DNEG - Project Coordinator

DNEG

Mumbai, Maharashtra, India (On-Site)
5 Months ago
Google - Workspace Engineer

Google

Bengaluru, Karnataka, India (On-Site)
2 Weeks ago
PwC - Tax NewLaw - Associate

PwC

Singapore (On-Site)
6 Months ago
Kyruuus health - Team Lead, Business Development

Kyruuus health

(Remote)
1 Day ago

Get notifed when new similar jobs are uploaded

Jobs in Sunnyvale, California, United States

Patreon - Fullstack Software Engineer, Core Creator Experience

Patreon

New York, New York, United States (Hybrid)
1 Week ago
Google - Senior Software Engineer, Google Cloud Compute Infrastructure

Google

Seattle, Washington, United States (On-Site)
5 Months ago
GoMotive - New Business Account Executive, Mid-Market

GoMotive

Nashville, Tennessee, United States (On-Site)
1 Day ago
Sandbox VR - Retail Associate Miracle Mile

Sandbox VR

Las Vegas, Nevada, United States (On-Site)
6 Months ago
SKYDANCE - Senior Graphics Engineer II

SKYDANCE

Los Angeles, California, United States (Hybrid)
3 Weeks ago
Sumo Logic - Senior Software Engineer I - ML Engineer

Sumo Logic

United States (On-Site)
1 Day ago
Samsung Semiconductor - Staff Engineer, AI/ML Software Compiler

Samsung Semiconductor

San Jose, California, United States (Hybrid)
5 Months ago
The Walt Disney Company - Senior Machine Learning Engineer - Ad Platforms

The Walt Disney Company

San Francisco, California, United States (On-Site)
2 Months ago
Framestore - FREELANCE: VFX PRODUCERS - NEW YORK

Framestore

New York, New York, United States (On-Site)
11 Months ago
Visual Concepts - Senior Server Engineer - WWE 2K

Visual Concepts

Austin, Texas, United States (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Community Management Jobs

Ubisoft - Community Developer Assistant - Internship

Ubisoft

Paris, Île-de-France, France (On-Site)
1 Month ago
Sandbox VR - Brand Ambassador

Sandbox VR

Hong Kong (On-Site)
6 Months ago
Tencent - UGC Operator - PUBG Mobile

Tencent

Shenzhen, Guangdong Province, China (On-Site)
2 Months ago
Bungie - Principal Communications Manager

Bungie

(Hybrid)
4 Months ago
Twitch - Senior Manager - Corporate Communications

Twitch

San Francisco, California, United States (On-Site)
1 Month ago
Ubisoft - Community Advocacy Manager

Ubisoft

Cary, North Carolina, United States (On-Site)
1 Week ago
Funguy Studio - Community Manager

Funguy Studio

Makati, Metro Manila, Philippines (On-Site)
8 Months ago
Sucker Punch Productions - Operations - Community and Support Specialist

Sucker Punch Productions

Washington, United States (Remote)
1 Month ago
Light Speed Studios - Global Publishing PM (Japan)

Light Speed Studios

Tokyo, Japan (On-Site)
2 Months ago
Playtika - Java Developer

Playtika

Ukraine (On-Site)
5 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Niantic inspires people to explore the world, together. Our mission is to use emerging augmented reality (AR) technology to enrich our experiences as human beings in the physical world. Originally formed at Google in 2011, we are now an independent company with a strong group of investors including Nintendo, The Pokémon Company, and Alsop Louie Partners. We have offices located in San Francisco, Sunnyvale, Seattle, Lawrence, Los Angeles, Tokyo, London, Hamburg, and Zurich. 

Tokyo, Japan (Hybrid)

Tokyo, Japan (Hybrid)

Tokyo, Japan (Hybrid)

Tokyo, Japan (Hybrid)

Tokyo, Japan (Hybrid)

San Francisco, California, United States (Hybrid)

Bellevue, Washington, United States (Hybrid)

Sunnyvale, California, United States (Hybrid)

View All Jobs

Get notified when new jobs are added by Niantic

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug