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Player Experience VIP Manager
1 year ago
As a leading mobile games developer, Jam City is looking to “level up” our talent. We’re on the hunt for innovators who consider themselves dynamic, collaborative and thrive in a fast-paced environment.
PERKS & BENEFITS
Unlimited Vacation, Paid Sick Days, Kin Care & Holidays*
100% Covered Medical and Company-Sponsored Dental & Vision ( Plans Vary )*
Life Insurance, 401k, Flexible Spending Accounts, Commuter Benefits & More*
Wellness Activities & Programs
12 Weeks Paid Parental Leave*
Happy Hours
Company Events
Dog-Friendly*
*Only applies to full-time positions.
We are in search of a Player Experience VIP Manager to lead a team of Advocates charged with delivering a white-glove support experience to Jam City’s most highly engaged players. The ideal candidate will have awesome people skills, a high level of integrity, superior process skills, a great understanding of the mobile gaming space, and a strong desire to deliver great experiences for our players. These are skills that you will have mastered with a fluency necessary to lead, motivate and inspire a team of VIP Advocates.
The VIP Manager is a support and services connoisseur. You understand that there’s nothing transactional about support and doing it right means delivering an experience that is memorable and foundational to building long-lasting customer relationships.
As the VIP Manager, you will work with multiple teams including game studios, live operations, Player Insights, program management and partners. 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. A typical day will have you working directly with your team and our studios to solve player issues, collect feedback, win back lapsed players and see to it that they have a frictionless entertainment experience. Your team supports 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.
RESPONSIBILITIES
- Lead a team of VIP Advocates charged with providing exceptional support experiences to Jam City’s most highly engaged players
- Manage team to KPIs to ensure team and business objectives are met consistently
- Help identify additional KPIs and other player experience metrics that will help the customer experience team and other business partners make meaningful decisions
- Partner with game studios within the organization to understand business goals and drive meaningful improvements to the player experience
- 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
- Collaborate with other members of the Player Experience team to improve performance, drive consistency across our games in order to make it easy for players to find solutions
- Demonstrate transparency and active communication with teams and management
- Evaluate and coach team member performance through regular and consistent feedback, including formal performance evaluations
- Identify gaps in current team as well as opportunities to improve process and methodology
- Other Duties as required
QUALIFICATIONS
- Three or more year(s) of experience working with and leading teams, preferably in a high-touch customer operations role influencing the customer experience
- Experience managing and optimizing operational performance, with a proven track record of driving operational results
- Ability to work with ambiguity and provide creative solutions to difficult challenges. You’ll be working with VIP players and this means that sometimes we have to draw outside the lines
- Experience working with data and using it to effectively drive change with products and/or services
- Exceptional communication skills with the ability to influence and lead change
- Excellent presentation skills with the ability to present ideas, concepts, concerns, and questions in a well thought out positive and professional manner.
- The ability to work well in a fast-paced environment with frequent updates (or curveballs, because what company doesn’t throw a few of those?)
- An attention to detail and the ability to think creatively about problems and how to solve them
- A passion to deliver a great player experience
CHECK OUT LIFE AS A JAM CITIZEN:
OUR COMMITMENT TO EQUITY, DIVERSITY, & INCLUSION
We believe in creating games that unite people across the world and that showcase our commitment to providing an environment that is both inclusive and diverse for our players and employees. We strive to create a workforce that is reflective of our global player community as we know that we are stronger and better when we play together. To help promote an inclusive culture, we celebrate the visible and invisible diversity of our Jam Citizens through initiatives including Employee Resource Groups, cultural events, trainings, speaker series, and more.
Jam City is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, age, sex (including pregnancy), national origin, ancestry, religion, ethnicity, marital, or domestic partnerships status, disability, genetic information (including the refusal to submit to genetic testing), predisposing genetic characteristics, military status, veteran status, domestic violence victim status, sexual orientation, gender identity or expressions, or any other classification protected by federal, state, and local laws. Our management is committed to following this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruiting, pay, and other forms of compensation, training, and general treatment during employment.
ABOUT JAM CITY
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.
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