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Player Experience VIP Manager

RESPONSIBILITIES

• Lead a team of VIP Advocates charged with providing exceptional support experiences to Jam City’s most highly engaged players.
• Manage team performance to ensure team KPIs and business objectives are met consistently.
• Work with multiple teams including game studios, live operations, Player Insights, program management and partners.
• Provide information and context around VIP player issues in the form of reports, emails and analysis to make it easy for the organization to digest so that we accurately prioritize VIP player experience initiatives.
• Driving player engagement and experience rules the day and you will lead by example, advocating for our Advocates as they deliver a defining support experience to our top players.
• Support our players primarily through email, chat, and social channels, but sometimes picking up the phone and making that connection will be required to truly delight our VIP players.
• Evaluate and coach team member performance through regular and consistent feedback, including formal performance evaluations.

QUALIFICATIONS

• 3 or more years of experience as a supervisor or manager, preferably in a high-touch customer operations role.
• Experience managing and optimizing operational performance, with a proven track record of driving positive operational results.
• Experience working with data with the ability to effectively drive change with products and/or services.
• Awesome people skills! Able to lead teams effectively to improve CSAT/NPS while driving employee engagement.
• Ability to thrive in a fast and sometimes ambiguous startup environment.
• Adept at using Excel/Google Sheets.
• A great understanding of the mobile gaming space.
• A strong desire to deliver great experiences for our players.

NICE TO HAVE

• Proficiency with customer ticketing tools (Helpshift, Zendesk, etc.).
• Knowledge of bug tracking tools (Confluence, JIRA).
• Experience using data analytics tools (Databricks, Tableau, Power BI).
• Knowledgeable about social media channels and moderation (Facebook, Instagram, Twitter, Reddit, etc.).

Jam City is an award-winning mobile entertainment studio providing unique and deeply engaging games that appeal to a broad, global audience.

Led by CEO Chris DeWolfe, former MySpace co-founder and CEO, and COO Josh Yguado, former 20th Century Fox executive, Jam City is the creative powerhouse behind some of the highest-grossing and most enduring mobile games. Jam City’s global franchise Cookie Jam has generated more than half a billion dollars, and Panda Pop has more than 120 million downloads to date.

The company also is the go-to studio for Hollywood, having developed immersive, narrative-rich mobile games around iconic entertainment brands. The company’s popular RPG game Harry Potter: Hogwarts Mystery was the #1 game in more than 40 countries at its launch in April 2018.

Jam City has nine studios located in Los Angeles (HQ), Berlin, Buenos Aires, Bogotá, Burbank, Cedar Falls, San Diego, San Francisco, and Toronto.