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Manager, Customer Experience

Machine Zone (An AppLovin Company) is a global leader in mobile gaming, with a track record of delivering some of the world’s most successful mobile games including Game of War, Mobile Strike and Final Fantasy XV: A New Empire. We combine the power of technology and creative vision to create experiences that connect people from all corners of the globe. Machine Zone was acquired by AppLovin in May 2020.

AppLovin was named one of the Hottest Adtech Companies of 2021 by Business Insider, as well as a Certified Great Place to Work in 2021 and 2022. The San Francisco Business Times and Silicon Valley Business Journal awarded AppLovin one of the Bay Area’s Best Places to Work in 2019, 2020, and 2021. Our team members are regularly recognized for their work and leadership, including recent award wins in Business Insider’s Rising Stars of Adtech 2022, Glassdoor’s Top CEOs 2019, and the 2021 Women in Content Marketing Awards.

As the Manager of Customer Experience, you will be our primary contact with our global vendor partner teams, and will be responsible for building out a CX function to elevate our service offering across our growing suite of portfolio games. The qualified individual is a CX leader with extensive knowledge of contact center operations and driving excellence for a globally distributed team. Qualified candidates will foster entrepreneurship to challenge what’s next, be self-starters, able to multi-task, be dependable, and have concise communication.

What you'll be doing:

• Set, review, and deliver against our performance and quality standards across our array of games and CS roles
• Direct ownership of monthly/quarterly objectives for varied teams/functions including Learning & Development and contact center teams.
• Oversee all external team staffing and coverage across all disciplines and teams
• Develop a strong and cohesive partnership with internal teams including data analytics, subject matter experts and leadership to support the continual success of our partners.
• Develop a strong pipeline to evaluate external team feedback, and review tool/process based inefficiencies for continuous improvements.
• Maintain strong documentation and follow-through on set goals and objectives.
• Prioritize people development by implementing successful performance management and succession planning

Your background and who you are:

• 5+ years CX leadership experience Bachelor's degree in a related field
• Extensive knowledge in all aspects of contact center management including metrics, scheduling, forecasting, and performance management.
• Experience with business/data analytics, and making data-driven business decisions
• Demonstrated ability to think big and influence across all levels of an organization
• Track record of taking ownership, being decisive and driving results
• Thrive in an environment where things are always changing

Bonus Points:

• COPC Coordinator Certification
• Demonstrated project management success

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AppLovin is an equal opportunity employer and considers qualified applicants without regard to race, gender, sexual orientation, gender identity or expression, genetic information, national origin, age, disability, medical condition, religion, marital status or veteran status, or any other basis protected by law.