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Senior Live Services Manager

Overview

As a Senior Live Services Manager, you are expected to have in-depth experience launching and supporting online products with a focus on delivering high-quality service to a large population. The Senior Live Services Manager provides direction to the community, support, and feature teams based on player activities and the organizational response. You will also work with business leadership to coordinate Marketing, PR, Legal, and other departmental efforts tied to your product. Excellent candidates will be comfortable influencing and negotiating priorities with other teams’ leadership, emphasizing overall organizational success and customer satisfaction as the most highly desirable outcomes.

The preferred location for this role is Hunt Valley, MD, Austin, TX, or Madison, WI. Will consider remote.

Responsibilities

• Aggregate details and provide summarized messaging that evokes behavior change
• Quantify any requests of other teams with the business value
• Stage data for the purposes of player messaging
• Sell the business on service outages for the purposes of an improved player experience
• Negotiate and coordinate resources for activities
• Manage handoffs between your team and teams that are up and downstream
• Prioritize open issue list based on quantifiable business justification
• Gather, interpret, and manage large volumes of data from many sources
• Demonstrate either correlation or cause/effect between feature/service changes and customer behavior
• Lead teams through maintenance, product updates, and outage efforts
• Coordinate large scale technical projects that require milestone delivery and coordination with many business disciplines
• Manage and grow external partner relationships

Qualifications

• Ability to remain calm in the face of adversity; quick to analyze information and provide a direction or conclusion based on the information you have; demonstrable success against the odds or when something went in an unexpected direction
• Ownership and dedication to your team delivering; willingness to ensure success of the initiative; ability to produce resourceful ways to attain your objectives, even when faced with blockers
• Driven by the overall success and love of learning, not fear of failure. You build on previous failures to have positive outcomes in the future.
• 3-5 years in a position where you demonstrated your contribution to high-quality live service
• 5+ years in a position where you demonstrated your ability to prioritize organizational wins over individual or team wins
• 5+ years in a position where you demonstrated ownership of individual and team success and/or failure
• 5+ years in a position where your problem-solving skills contributed to organizational success
• Amazing teamwork skills
• Excellent communication skills

Preferred Skills

• Passion for live services
• Process design
• Strong negotiation skills
• Game industry experience is highly desirable, but not required
• Exemplary organizational skills
• Ability to drive change
• Leadership skills (experience in a leadership role is a plus)

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