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Associate Product Support Manager

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The Associate Product Support Manager is responsible for assisting with the preparation and planning of customer service (CS) programs for Blizzard Entertainment games throughout the product lifecycle in alignment with the company’s core values. This includes gathering and prioritizing product and customer requirements, making recommendations on support vision, and working closely with development, marketing, finance and global CS leadership to ensure fiscal and player satisfaction goals are met.

• Responsible for the end-to-end preparation and readiness of the Global CS team for Blizzard game launches and patches
• Assist Product Support Managers in defining product support strategy for existing and upcoming titles
• Represent and advocate for CS needs with game development teams
• Work with Global CS teams to determine support requirements, analyze processes and tools, and independently drive the delivery of efficient organizational/operational goals
• Document, analyze, and evaluate information in order to make recommendations to Game Support Managers on service readiness, enhancements, and operational improvements
• Responsible for tracking incoming policy requests from a variety of sources, gathering and providing feedback on implementations and declinations
• Assist Product Support Managers in prioritization of initiatives and support functions/features through functional specifications, including as-is and to-be states
• Partner with engineering, analysis, project management, and vendor teams to drive and measure delivery of product support against project plans and roadmaps

• 3-5 years experience in Customer Service.
• 3+ years in the video gaming industry and/or project/program management experience
• Bachelor’s degree or equivalent work experience in a related field
• Technical aptitude, must maintain a strong understanding of CS tools and platforms
• Proven ability to contribute through others including teammates and partner organizations

• Very strong written and verbal communication skills with multiple levels of management, can be persuasive in stating cases while adapting to different audiences
• Self motivated, detail oriented, and well organized
• Available and willing to work overtime and have flexibility with work schedules
• Available and willing to occasionally travel (both domestic and international)

• Strong working knowledge of Blizzard games and general gaming industry