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Community Live Operations Manager, Amazon Games

Job summary
Do you have a passion for connecting the people who play video games with the people who make them? At Amazon Games, we take our Customer Obsession seriously. We are always working to find ways to be more communicative, transparent, and bring our customers into the game making process. As a Community Live Operations Manager, you will focus on working with our players to identify issues and opportunities, capturing and tracking them, partnering with our Development team to provide player-facing updates and information, and driving on improvements that enhance the experience our players have with us.

Key job responsibilities
· Foster a positive, constructive, and communicative community of players that feel heard and appreciated
· Partner with Live Ops and Production to track all player issues and concerns from discovery to resolution
· Coordinate cross-functional teams to deliver public communications on top live service issues
· Establish communication tactics and mechanisms to ensure news and information reaches players at scale
· Acting as the voice of the Game Team on our official forums and other select channels
· Building a deep working knowledge of our game and the features, systems, and content it includes
· Facilitating a world class feedback loop between the people playing the game and the people making the game
· Working with stakeholders to improve the tool set required for quality reporting

A day in the life
Day to day, this role will work with their Community Team, Quality Assurance, Live Operations, and Customer Support to discover, investigate, escalate, and communicate around game issues, changes, and player concerns.

About the team
This role is an important part of the Community Team, working closely with the Community Manager, Social Media Managers, Editorial Managers, and our Creator Relations Team. This role will also work closely with QA, Support, and Live Ops.

Amazon Games applies the principles of Amazonian culture to the world of game design. We have a diverse team of talented, creative people pairing their love of making games with the unique strengths that come with being part of Amazon. Across all of our teams and locations, we are united by a common purpose: to share great gaming experiences with customers around the world. We believe in a future where everyone is a gamer and everyone can create, compete, collaborate and connect through games, and we are looking for the right people to help us build that future. With the power of Twitch and AWS at your fingertips, you will have the chance to innovate in gameplay, creativity, marketing, and technology, while working alongside some of the smartest and most creative minds in the industry.

Inclusive Culture, Work/Life Balance, & Career Growth
We embrace our differences and are committed to furthering our culture of inclusion. We offer ten employee-led affinity groups with 190 global chapters, innovative benefits, and annual and ongoing learning experiences (including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences). Our team also puts a high value on work-life balance and offers flexible working hours. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. Additionally, our team is dedicated to supporting you with mentorship and pathways for ongoing development. We have a broad mix of experience levels and tenures, and are building an environment that celebrates knowledge sharing and promotes career choice.

Basic Qualifications

· 2+ years of experience as in a Community, QA, or Customer Support role for live service games
· Experience tracking and reporting sentiment, feedback, bugs, and support issues

Preferred Qualifications

· A strong passion for video games and the gaming community
· Excellent written and verbal communication skills
· Excellent interpersonal relationship skills
· Deep working knowledge of MMOs and online games

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.