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Live Service Operations Manager, LATAM

PUBG Corp. is the developer and publisher of the blockbuster Battle Royale video game, PLAYERUNKNOWN'S BATTLEGROUNDS (PUBG). Since its release, PUBG has received worldwide acclaim, selling tens of millions of copies and winning multiple game awards worldwide. Headquartered in Korea, PUBG Corp. has six operational offices globally across North America, Europe, Japan, China, and South East Asia.

We are looking for a Live Service Operations Manager for LATAM to join our growing team! This role will be based out of São Paulo, Brazil.

Responsibilities

• Work directly with product management, content development, business intelligence manager, customer service, and community advocacy/engagement management to coordinate activity and facilitate efficient communication
• Develop and enhance the overall live service operation work process
• Own the project priority list, taking into account the views of each discipline balanced against commercial and customer satisfaction imperatives
• Drive gains in customer satisfaction by ensuring that key complaints are prioritized and addressed rapidly, through both event, updates, and work process development
• Establish monitoring/response process for service incidents and critical issues
• Establishment and maintenance of bug reporting/feedback process
• Monitor retention curves, user reviews and community feedback to quickly spot and act on issues in game updates across multiple platforms
• Regularly review key performance indicators and sales trends
• Design live event to drive player retention and minimize lapsed players and oversee all live events
• Communicate with the development team to review and minimize risk from the new contents
• Event analysis/planning/execution/improvement for user retention boost
• Planning/improvement/operation of in game event system
• Establish distribution process of service goods(Item, app key) and maintenance
• Oversee execution of sales and live events
• Develop and test hypotheses with the business intelligence to maximize lifetime ARPU of our players
• Analyze test results and communicate key takeaways to product management and content development

Requirements

• Native Brazilian Portuguese speaking and English speaking with working proficiency
• Bachelors or Masters degree in Business Administration, Economics, Statistics, Mathematics, Computer Science, or related field
• Minimum 10 years experience from games, preferably in Publishing, Live Ops, BI or Game Design
• Experience and ability to set priorities based on the ROI perspective and change the priorities and plans in necessary
• Ability to read and interpret game analytics
• Ability to identifying risks and opportunities of game updates and prepare plans accordingly
• Understanding of user acquisition best practices
• Proven ability to own, build and iterate processes and excellent in organizing and prioritizing skills
• Passion for PUBG

Pluses

• Korean fluency
• Masters degree