Contract Technical Community Manager

Hybrid / Bungie-Approved Remote Locations

14 days ago

As part of the Bungie Community Management team, the Technical Community Manager is at the very front line in making sure our player community has the most up-to-date information on the status of the live game and any ongoing issues. Their mission is to support the daily operations associated with sustaining the live game. This role works closely with Bungie Marketing, Editorial, industry partners and the development team to support player communications and share player experiences and feedback that helps to inform and add perspective to our collective creative processes. They empower the passionate humans working inside Bungie and developing experiences every day for the community, create safe places where players can interact with one another, and help the development team facilitate communications between all groups.

RESPONSIBILITIES

Interact directly with players through digital mediums in the online places where they thrive.
Support the community team in partnering with developers to align on development realities and possibilities and explore opportunities to improve the player experience.
Applies discipline expertise and product familiarity to discover, troubleshoot, escalate, and resolve player-impacting issues
Coordinate with external outsourcing teams and volunteer moderators to help escalate issues
Ownership of time-sensitive social media comms regarding game issues, updates, and community interactions
Regular stakeholder in cross-team crafting of player-facing messaging
Create and maintain long-form player-facing knowledge bases and blog posts
Supports team in tracking and executing GDPR related requests
Ritual participation in Live Triage as a Community representative
Participate in internal play tests to give feedback with knowledge of community reactions.
Monitor player conversation, triage player reports, create/escalate high-impact bugs, and curate internal and player-facing known issues list
Collaborates with Test and Communications to identifying and analyze player sentiment trends and impact of recurring issues
Deliver data informed and anecdotal reports on sentiment and trending community conversations to internal stakeholders and present findings to studio leadership.
Source, analyze, and organize player feedback for internal distribution.
Work with marketing and PR teams to identify and amplify community leaders.
Provide stakeholders and release marshals critical context on the player experience to guide prioritization of game fixes in a live service environment
Collaborates within the Community Team to provide valuable insight into the player experience regarding sentiment to key stakeholders
Creation and maintenance of documentation to facilitate info-sharing, training & onboarding, vendor ramp-up, etc.
Maintains brand, franchise, and player voice across multiple owned channels
As needed, draft relevant content for the Bungie Blog to educate, inform, and celebrate the community.

REQUIRED SKILLS

Experience managing established or emerging gaming communities
Excellence in written and verbal communication for both public facing and internal communications
Proven track record for enabling virtual conversations and empowering teams of outsourcers and volunteers
Ability to thrive in an environment of constant change and unpredictability
Strong insights for building and structuring online interactions
Proven track record and enthusiasm for enabling and measuring proactive and reactive public conversations in a live game service environment
Ability to use Zendesk, Salesforce, or equivalent ticketing system tools
Strong technical writing skills and the ability to breakdown issues into easy to reproduce steps

NICE-TO-HAVE SKILLS

Bachelor’s Degree: Communications, Public Relations, Marketing, Writing, or equivalent life experiences
Deep familiarity with video games industry and game as a service, MMO, FPS, Extraction Shooters, etc.
Deep familiarity with the Destiny Community
Some familiarity with Bungie as a studio and it’s past adventures
Some form of opinion on Bread related products
Experience as a public speaker, content creator, community representative or host of live content

Listed below is this role's base pay range within the greater Seattle area. In other locations approved for remote work by Bungie and our external resource vendors, this pay range may be adjusted to the local market and some roles may be classified as non-exempt (hourly),

This range is determined by an array of factors, including training, transferable skills, work experience, business needs, and market demands. Additionally, it is subject to change and may be modified in the future.

All benefits, perks, and time off are provided by and at the discretion of external resource partner(s). For more information, please visit: Worker Help Center - Help Center (tcwglobal.com)

Bellevue Pay Range

$72,000 — $92,000 USD

So you don't meet every requirement listed in this job description? Do you think your experience level is not where it needs to be? Studies show that members of certain underrepresented groups are less likely to apply to jobs unless they believe they meet every single qualification. Bungie is focused on building a diverse, inclusive, and equitable workplace. If you're interested in this position but your past experience doesn't line up perfectly with every qualification in the job description, we want you to apply anyway. The right role for you may be right around the corner!

Most Bungie full-time employees will adopt a digital first approach allowing remote work in Bungie approved locations (outside of positions identified as 100% onsite in Bellevue/Seattle, or individuals preferring a hybrid/flex environment). Prospective full-time employees who are located outside of a Bungie approved state will need to establish residency in an approved state within 45 days of their start date. Contractors will follow a digital first approach adhering to the location guidelines agreed upon by our third-party employer/vendor and Bungie. Bungie’s remote policy is subject to change at the company’s discretion.

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Contract Technical Community Manager

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