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Product Support Manager, Social Channels

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Position Overview

The Product Support Manager is responsible for the planning and execution of the global social strategy for Blizzard Entertainment customer support so that player satisfaction goals are met. This includes gathering and prioritizing requirements from regional stakeholders, defining program vision, and working closely with community, marketing, and service technologies teams.

• Lead the end-to-end execution of global Customer Support social media program
• Continuously monitor support performance on social channels to recognize trends and drive improvements to internal processes and the player experience
• Represent and advocate for support needs with partner departments and tools vendors
• Assist in appropriate prioritization of initiatives and support features through user stories and ROI assessments
• Collaborate with internal teams to conceptualize, build, and execute campaigns that support various teams’ objectives
• Align platform and content creation needs with customer trends and market changes to engage a dynamic audience
• Keen understanding of the unique challenges associated with a global social media presence and a vision to tackle those problems
• Team up with the product support team to align social strategy with support priorities, across all Blizzard products

• A minimum of 3 years’ experience leading customer support teams through social media programs
• Experience working on multiple social media channels and understanding of how to optimize for customer support
• Proven ability to contribute through others, including teammates and partner organizations
• Able to work independently with a diverse team across multiple regions
• Capable of limited travel (both domestic and international)

• Experience with Blizzard Entertainment games
• Experience working with the Sprinklr platform
• Experience working on teams spanning multiple countries and regions