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Customer Experience Manager, Player Support

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Job Description:

Activision Publishing, Inc. is seeking a Customer Experience Manager to join our Global Player Support team. This is an excellent opportunity to build phenomenal user experiences and contribute towards evolving our support channels both within and outside of Activision. This person will have a customer-centric demeanor, strong communication skills, a passion for innovation, and a desire to work across various mediums web and mobile alike. If this sounds like you, we'd love to hear from you!

Responsibilities:

• Define and implement standards/procedures for ensuring an ideal customer experience
• Build and develop customer journey maps to review and validate established experiences and/or identify new concepts
• Conduct studies and research to discover new techniques or technologies for improving or sustaining quality support. Communicate findings, conceptual ideas and detailed rationale to advise strategic and tactical business decisions
• Establish and facilitate user research and usability testing sessions
• Develop and drive voice of support through engaging and insightful content via online support mediums
• Collaborate closely with product managers, data analysts, producers, and developers to ensure delivery of high quality products and services
• Work collaboratively to define requirements focusing on delivering compelling user experiences
• Monitor and evaluate internal and external customer happiness results to understand customer sentiment. Collaborate with operations and product managers to drive compliance consistent with acceptable standards of service and support
• Supervise progress on development and or administration to ensure quality of the user experience
• Complete other special projects as assigned or required

Qualifications/Required Education and Experience:

• Degree in business administration, marketing, psychology, or requisite education/experience learned through previous customer experience roles
• 5+ years' of proven experience in customer service, preferably in a contact center or business environment. Having marketing experience is a bonus.
• Effective communicator, proficient in interacting with clients to identify and process their concerns and requirements
• Understanding of implementing gamification concepts within a support environment is a plus
• Innovative, detailed, and passionate about delivering the best possible experiences for customers