Global Customer Experience Director

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!

As the Director of Customer Experience, you will shape the global support ecosystem to ensure all customer experience initiatives align with the game's vision, delivering exceptional, player-first support across PC, console, and mobile platforms. You will lead cross-functional teams-including Trust & Safety and VIP Support-to develop high-quality, innovative solutions that enhance player retention and satisfaction on a global scale.

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

Bonus Points

For candidates in CA, CO, MD, NJ, NY and WA, the annual salary range is $139,400 - $205,000 plus equity, bonus and benefits including healthcare benefits, retirement benefits, pet insurance, paid holidays, paid Scopely free days, and unlimited paid time-off. Base pay offered may vary depending on job-related knowledge, skills, and experience.

At Scopely, we create games for everyone - and want to ensure that the people behind our games reflect that! We are committed to creating a diverse, supportive work environment where everyone is treated with respect. We are committed to providing equal employment opportunities and welcome individuals from all backgrounds to join us & embrace the adventure!

Employment at Scopely is based solely on a person's merit and qualifications. Scopely does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity / expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law. We also consider qualified applicants with arrest or conviction records, consistent with applicable federal, state and local law.

This role will have access to sensitive and / or confidential employee or customer personally identifiable information (PII) and / or Company financial information, and therefore will be subject to background checks upon receiving a conditional offer of employment.

About Us

Scopely is a global interactive entertainment and mobile-first video game company, home to many top, award-winning experiences such as "MONOPOLY GO!," "Star Trek™ Fleet Command," "Stumble Guys," "MARVEL Strike Force," and "Yahtzee® With Buddies," among others.

Scopely creates, publishes, and live-operates immersive games that empower a directed-by-consumer™ experience across multiple platforms from mobile, web, PC and beyond.

Founded in 2011, Scopely is fueled by a world-class team and a proprietary technology platform Playgami that supports one of the most diversified portfolios in the games industry.

Recognized multiple times as one of Fast Company's "World's Most Innovative Companies," Scopely is a multi-billion-dollar business due to its ability to create long-lasting game experiences that players enjoy for years.

Scopely has global operations in more than a dozen markets across Asia, EMEA, and North America, and is home to many internal game development teams, referred to as Scopely Studios, with additional game studio partners across four continents.

Scopely was acquired by Savvy Games Group in July 2023 for $4.9 billion, and is now an independent subsidiary of Savvy.

For more information on Scopely, visit : scopely.com.

Notice to candidates : Scopely, Inc and its affiliates will never request payment or ask for financial information as a condition for applying to a position or receiving an offer of employment. All official Scopely, Inc. recruiters only use email domains that end with @scopely.com.

Our official website is www.scopely.com. Please only apply to positions posted on our official website and ensure the recruiter only communicates via the official email domain.

Should you have any questions or encounter any fraudulent requests / emails / websites, please immediately contact [email protected].

Salary : $139,400 - $205,000