What are the responsibilities and job description for the Director of Global Player Experience position at Scopely?
Description
Scopely is looking for a Global Customer Experience Director to join our an ambitious new AAA cross-platform game in Culver City on a hybrid basis or remotely in the US!At Scopely, we care deeply about what we do and want to inspire play, every day - whether in our work environments alongside our talented colleagues, or through our deep connections with our communities of players. We are a global team of game lovers who are developing, publishing and innovating the mobile games industry, connecting millions of people around the world daily. We are in the development stages of one of our new unannounced projects and are looking for passionate game makers to collaborate, get in early and make their mark on this exciting venture!What You Will Do
- 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
What We’re Looking For
