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Player Support Studio Lead

Expired Job

King Stockholm , ME 04783

Posted 3 months ago

Your Role Within our Kingdom

This is a key role with accountability for developing and maintaining relationships with senior stakeholders inside each of our core game studios. This role will from part of the local Franchise Marketing team, working closely with the games team, providing key player insights and feedback, helping to gather and prioritse requirements, contributing to the support model , and working closely with a cross section of stakeholders to ensure the player experience is exceptional. This role will report to the Senior Director Player Support with a dotted line to Franchise Marketing Lead. Responsibilities include:

  • Be a player advocate by representing player sentiment and needs with game studios and to help drive a best in class player experience

  • Act as a primary point of contact for all Player Support teams to determine requirements, analyse processes and tools, and drive the delivery of efficient support based on organisational goals and operational needs

  • Analyse, evaluate and form judgments that lead to service readiness, enhancements, and operational improvements

  • Accountable for the end-to-end preparation and readiness of player support for King games

  • Cascade relevant information from studios in relation to game evolution, features and promotions that could benefit Player Support

  • Continuously monitor support performance and data to proactively recognise issues and trends which could be useful to the games teams

  • Analysis, preparation and delivery of player support insights to Producers to help influence and drive improvements in support.

  • Champion the Player Support tech roadmap

  • Document and report learnings on launches and apply these in future launches (bugs, issues)* Support second line and Incident Management in the event of all incidents, working collaboratively to minimize the impact on the business

  • Work closely with the data scientist team to analyze trends as well as impact tech/promo issues have on DAU, MAU and traffic

  • Contribute to the departmental objectives and strategy

  • Exceptional stakeholder management-------------------------

Skills to create thrills

  • Solid experience of mobile gaming and / or project / program management

  • Bachelor's degree or equivalent work experience in a related field

  • Technical aptitude, must command a strong understanding of CS tools and platforms

  • Proven ability to contribute through others including teammates and partner organisations

  • Exceptional written and verbal communications skills with multiple levels of management, can be persuasive in stating cases while adapting to different audiences

  • Self-motivated, detail oriented, with demonstrable ability to organise and prioritise effort, be proactive, and also able to anticipate needs and plan accordingly

  • High level of integrity as demonstrated personally and professionally

  • Clearly demonstrated passion for ensuring the success of King Games and its employees

  • Passion for Operational Excellence and Customer Experience

Tasty bonus skills

  • Strong working knowledge of King Games

  • Knowledge of a second language to a business or professional level

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Player Support Studio Lead

Expired Job