Director, Global Player Experience

Description

• Lead the global customer support strategy for AAA live-service game, ensuring seamless and innovative experience across all platforms.
• Oversee and scale global support operations, internal teams and extensive outsourced resources to meet evolving player needs efficiently.
• Select and implement customer service requirements, tools, and platforms to deliver operational support efficiency and scalability.
• Lead Trust & Safety policies and initiatives to foster a healthy, safe, and welcoming environment for all players.
• Track top player issues and bugs to establish robust feedback loops with the game team to ensure timely resolution.
• Leverage AI and ML technologies to modernize operations and enhance personalized, proactive player interactions.
• Collaborate closely with Community, Social, and Content teams ensuring a unified player experience across all touchpoints.
• Drive crisis management and rapid response strategies to mitigate the impact of critical issues during live-service events.
• Establish Standards, KPIs, SLAs, and other metrics to monitor performance and optimize support delivery.
• Work closely with Game Studio, Marketing, and Product teams to align strategies with player engagement goals.
• Develop and lead a VIP Support team, providing world-class assistance to our top partners and players.
• Advocate for a player-first mindset, ensuring all initiatives meet and exceed player expectations

• 10+ years of experience in customer service for Live Service games, including 5+ years in senior leadership roles.
• Experience working on a competitive AAA, cross-platform games, or large-scale entertainment properties.
• Proven track record managing global support operations and outsourcing, for large-scale live-service games.
• Experience in Trust & Safety, developing policies and practices that ensure a safe and welcoming player environment.
• Strong leadership skills, capable of managing and inspiring a diverse, cross-functional team.
• Expertise in leveraging advanced technologies, including AI and ML, to enhance support operations.
• Strong analytical skills, utilizing data to inform strategy and optimize performance.
• Extensive budget management experience.
• Passion for gaming, with an understanding of player behaviour and motivations.