Contract Technical Community Management Coordinator

As part of the Bungie Community Management team, the Technical Community Management Coordinator is a support position to assist the senior Technical Community Managers for each franchise in managing player support agents. Their mission is to support the daily operations associated with sustaining live games across multiple franchises. The Technical Community Management Coordinator works closely with the community team, publishing team, and the development team to support player communications and share player experiences and feedback that helps to inform and add perspective to our collective creative processes.

RESPONSIBILITIES

• Interact directly with players through digital mediums in the online places where they gather.
• Support the community team in partnering with developers to align on development realities and possibilities and explore opportunities to improve the player experience.
• Applies discipline expertise and product familiarity to discover, troubleshoot, escalate, and resolve player-impacting issues
• Coordinate with external outsourcing teams and volunteer moderators to help escalate issues
• Ownership of time-sensitive social media comms regarding game issues, updates, and community interactions
• Regular stakeholder in cross-team crafting of player-facing messaging
• Create and maintain long-form player-facing knowledge bases and blog posts
• Supports team in tracking and executing GDPR related requests
• Ritual participation in Live Triage as a Community representative
• Participate in internal play tests to give feedback with knowledge of community reactions.
• Monitor player conversation, triage player reports, create/escalate high-impact bugs, and curate internal and player-facing known issues list
• Collaborates with Test and Communications to identifying and analyze player sentiment trends and impact of recurring issues
• Deliver data informed and anecdotal reports on sentiment and trending community conversations to internal stakeholders and present findings to studio leadership.
• Source, analyze, and organize player feedback for internal distribution.
• Work with marketing and PR teams to identify and amplify community leaders.
• Provide stakeholders and release marshals critical context on the player experience to guide prioritization of game fixes in a live service environment
• Collaborates within the Community Team to provide valuable insight into the player experience regarding sentiment to key stakeholders
• Creation and maintenance of documentation to facilitate info-sharing, training & onboarding, vendor ramp-up, etc.
• Maintains brand, franchise, and player voice across multiple owned channels
• As needed, draft relevant content for the Bungie Blog to educate, inform, and celebrate the community.

REQUIRED SKILLS

• Experience managing established or emerging gaming communities
• Excellence in written and verbal communication for both public facing and internal communications
• Proven track record for enabling virtual conversations and empowering teams of outsourcers and volunteers
• Ability to thrive in an environment of constant change and unpredictability
• Strong insights for building and structuring online interactions
• Proven track record and enthusiasm for enabling and measuring proactive and reactive public conversations in a live game service environment
• Ability to use Zendesk, Salesforce, or equivalent ticketing system tools
• Strong technical writing skills and the ability to breakdown issues into easy to reproduce steps

NICE-TO-HAVE SKILLS

• Bachelor’s Degree: Communications, Public Relations, Marketing, Writing, or equivalent life experiences 
• Deep familiarity with video games industry and game as a service, MMO, FPS, Extraction Shooters, etc.
• Deep familiarity with the Destiny Community
• Some familiarity with Bungie as a studio and its past adventures
• Experience as a public speaker, content creator, community representative or host of live content