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VP of Player Relations

About Skillz:

Skillz is the leading mobile games platform connecting players in fair, fun, and meaningful competition.

The gaming industry is larger than movies, music, and books, with more than 2.7 billion gamers playing monthly and 10 million developers worldwide. Mobile is the fastest-growing segment of the gaming market, expected to increase from $86 billion last year to $161 billion in 2025.

As the first publicly-traded (NYSE: SKLZ) mobile esports platform, Skillz has pioneered the future of the gaming industry. The Skillz platform helps developers build multi-million dollar franchises by enabling social competition in their games. Leveraging its patented technology, Skillz hosts billions of casual esports tournaments for millions of mobile players worldwide and distributes millions in prizes each month.

Through its philanthropic initiatives, Skillz has harnessed the power of its platform to transform the way nonprofits engage with donors, enabling anyone with a mobile device to support causes such as the American Red Cross , Susan G. Komen , American Cancer Society , and NAACP by playing in Skillz tournaments.

Skillz has also earned recognition as one of Fast Company’s Best Workplaces for Innovators , San Francisco Business Times’ Best Places to Work , Parity.org’s Best Companies for Women to Advance , Fast Company’s Most Innovative Companies , a two-time winner of CNBC’s Disruptor 50 , one of Forbes’ Next Billion-Dollar Startups , and the #1 fastest-growing company in America on the Inc. 5000.

What We’re Looking For:

The Executive Team at Skillz is looking for a VP of Player Relations, which includes our Player Advocacy and Trust & Safety organizations. This person will report into the SVP of Revenue Operations and be a prominent member of the Revenue Leadership Team. Do you have a passion for customer engagement, fairness, and interest in refereeing the future of digital competition? You will have a unique opportunity to play a significant role in driving strategic growth for a recently publicly-traded company. Your success is measured by the organization’s ability to provide world-class employee and player experiences while achieving established KPI’s, and improving customer retention. You will provide strong, dynamic leadership to a highly performant team while mentoring and developing team members to achieve great results beyond the numbers.

Responsibilities:

• Develop and drive the company’s long term plan for player relations and fair competition, ensuring our players’ continued trust in a constantly shifting digital landscape, while driving our mission of becoming the competition layer of the internet
• Lead a best-in-class global team of ~100 agents through directors and 240+ person outsource team capable of providing excellent global player customer service
• Leading, expanding, and mentoring the Player Advocacy and Trust & Safety teams by setting strategy, prioritizing OKRs; hiring, training, and developing/maintaining a multi level team
• Be the chief player advocate in direct discussions with the executive team by being the voice of the Skillz player, from first-time users to our most profitable VIPs
• Maintain your own P&L with an emphasis on lowering our cost to service our players while maintaining service levels
• Leverage your strong relationship management skills, consultative selling approach, and strategic thinking to implement the right tactics to drive our business forward, while partnering with Product, Legal, Marketing, and other teams to advance departmental goals
• Guide customer retention and expansion strategy, and player servicing strategy broadly

Core Experience Attributes:

• 12+ years of work experience in Customer Service, engagement, retention, and/or Trust & Safety
• 8+ years of management across a decentralized working landscape, with experience managing managers
• Demonstrated passion for customer service, fairness, and consumer protection, with a continuous improvement mentality
• Quantitative and data-driven, able to draw insights from data while making strong intuitive decisions when data is imperfect or unattainable
• Strong communicator and storyteller, driving alignment by breaking down complex regulations into actionable pieces
• Proven track record for hiring and managing highly performant teams
• Ability to build structure & process in a rapid-growth environment
• Banking, gaming, and tech startup experience a plus, but not required

Skillz embraces diversity and is proud to be an equal opportunity employer. As part of our commitment to diversifying our workforce, we do not discriminate on the basis of age, race, sex, gender, gender identity, color, religion, national origin, sexual orientation, marital status, citizenship, veteran status, or disability status, and we operate in compliance with the San Francisco Fair Chance Ordinance .