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Global Head of Player Advocacy

About Skillz

Skillz is the leading mobile games platform dedicated to bringing out the best in everyone through competition. As the first publicly-traded (NYSE: SKLZ) mobile esports platform, Skillz has pioneered the future of the gaming industry, by accelerating the convergence of sports, video games and media for an exploding mobile-first audience worldwide. The Skillz platform empowers developers to create multi-million dollar franchises by enabling social competition in their games. Leveraging its patented technology, Skillz hosts billions of casual esports tournaments for millions of mobile players worldwide, with the goal of building the home of competition for all.Skillz has earned recognition as one of Fast Company’s Best Workplaces for Innovators, CNBC’s Disruptor 50, Forbes’ Next Billion-Dollar Startups, Fast Company’s Most Innovative Companies, and the number-one fastest-growing company in America on the Inc. 5000. www.skillz.com

Who we’re looking for:

Skillz seeks a world-class leader with deep experience in Player Development and Trust and Safety who energetically inspires teams throughout multiple levels of the organization. The Head of Player Advocacy will own the P&L for player support, VIP, fairplay and payments fraud and will define the strategy for supporting and growing the player ecosystem across thousands of Skillz-powered games.

Reporting to one to VP of Consumer Product, the Global Head of Player Advocacy should be a visionary leader capable of seeing Player Advocacy as more than a cost center. This senior leader will be responsible for owning the global support footprint, interactions, measurement, and outcomes and will define the long-term and short-term support strategy, constantly enhancing, building, and scaling a global team in order to achieve complex business objectives.

What you’ll do:

• Drive Unit Economics - Reduce unit economic costs of service to pre-IPO levels while improving CSAT to 90%+
• Establish Player Support as Revenue Center - Create and measure revenue generation opportunities (upsell, cross sell, reactivation, etc.) to create line of sight into Player Support being profitable business unit
• Reduce Fraud - Reduce VIP Fraud Tickets / VIP to better than 0.01 on an average weekly basis
• Voice of Customer - Translate player interactions into a dynamic list of product opportunities backed by data
• World Class VIP - Grow total revenue by X% by evolving and enhancing the company's VIP program

Your Skillz & Experience:

• Owns their business and P&L as a true internal entrepreneur
• Capable of seeing beyond support as a cost-center with ideas for making support into a revenue positive function
• System thinker who can maximize talent and resources
• Ability to "raise the bar" and staff a world class team
• Master of process who can simply complex workflows into clear operational management principles
• Truly passionate user of the Skillz product
• Tangible examples of translating customer feedback into product enhancements with the analytical ability to explain how and why those features moved KPIs
• Consistent track record of achievement, quantifiable by both KPIs and multiple promotions
• Minimum 15+ years progressive Customer Support and/or Trust and Safety leadership experience in a B2C technology company (gaming experience preferred)
• Deep understanding (5+ years experience) in at least 2 out of 3 of Customer Service, Trust & Safety and VIP/Player Development

Skillz embraces diversity and is proud to be an equal opportunity employer. As part of our commitment to diversifying our workforce, we do not discriminate on the basis of age, race, sex, gender, gender identity, color, religion, national origin, sexual orientation, marital status, citizenship, veteran status, or disability status, and we operate in compliance with the San Francisco Fair Chance Ordinance .