Player Experience Manager

What is your role? 

As a Player Experience Manager for Eleventh Hour Games, you will lead from the front providing strategic decisions and guidance. You will support and help grow the team's strength through process reviews & strong player-centric strategy. This person should have a strong understanding of best practices for both Player Support and Community Management. This role is ideal for someone who craves ownership and has strong communication and problem solving skills, both written and verbal.

Qualifications:

• 3+ years of Lead or Management experience in a player facing department 
• 3+ years of Community Based work within the video game industry
  
•  Strong people leadership skills, including but not limited to:
  • The ability to recognize the need for strategic changes to team strategy and process
  • The ability to act on these recognitions and create/implement well developed improvement plans
• Strong knowledge of the tools and processes needed for player facing support, including but not limited to: Ticketing systems, forum support, Steam, Discord, Reddit, Twitch, and more
  
• An understanding of Community and Support's role in the larger strategy of a company
• Ability to understand the different players’ motivations, needs, and desires to identify brand risk and help ensure success of important moments
  
• Experience in marketing plans, engagement events/tactics, etc.
• Experience in live games/games as a service a plus

Responsibilities:

• Develop and implement community engagement strategies to drive player interaction across our player focused platforms
• Develop and implement effective moderation strategies to ensure a safe and fun gaming experience
  
• Train and mentor team members on best practices
• Playtesting new features for our game to ensure the team is ahead of the curve on any potential player issues
• Maintain a healthy, productive online gaming community through interaction and moderation on platforms such as Discord, in-game chat services, etc
• Assist the marketing and social teams with coordination and execution of various marketing requests of the development team
• Create frequent community feedback and sentiment reports escalating trending themes or broader topics
  
• Participate in, and in some instances lead bug triage and the application of important changes to hotfix and patch planning 
• Ensure leadership and Design teams are aware of and involved in important community decisions and risks 

Why Eleventh Hour Games?

EHG is a fast growing studio, focused on a passion for top-down action RPGs. We value open communication, close-knit teamwork, and opportunity for ownership and growth. Our mission is to gather and empower the next generation of creators to forge extraordinary games. With our debut title Last Epoch, we are moving fast into the next round of adventure!

• Flexible fully remote working arrangement
• 20 vacation days, 10 sick days, 5 floating holidays at the start of each year for U.S. based employees
• Dental, Vision for U.S. based employees + dependents
• 90% paid health coverage premiums for U.S. based employees +dependents
• 401K for U.S. based employees

EHG is an equal opportunity employer. If reasonable accommodation is needed to participate in the job application or interview process, please contact HR@eleventhhour.games. 
Please note, general employment questions cannot be accepted or processed this way.