Job Description
Player Experience Associate Game Lead
LAS VEGAS /
PLAYER EXPERIENCE PLAYER EXPERIENCE /
FULL TIME
/ REMOTE
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.
The Player Experience Associate Game Lead is a key contributor in Jam City’s effort to level up the player experience and will play an important role to improve the player experience for Jam City games. The ideal candidate will have superior process skills, awesome people skills, a high level of integrity, great understanding of the mobile gaming space, and a strong desire to build great experiences for our players.
As an Associate Game Lead, you will work with multiple teams including studios, live operations, Player Insights, program management and partners. Data analysis rules the day and you’ll use player data to provide insights and advocate for our players. A typical day might see this person working closely with their team or business partners and using player data to increase the effectiveness of the operational teams, as well as collaborating cross-functionally to drive improvements in the player experience.
RESPONSIBILITIES
- Partner with Studios within the organization to understand business goals and drive meaningful improvements to the player experience
- Quantify and communicate operational KPIs and other player experience metrics that will help the customer experience team and other business partners make meaningful decisions
- Drive the cadence for studio communications, focused on the player experience, in order to identify gaps, drive action items to improve performance, and work cross-functionally to correct player or business impacting issues
- Help develop the curriculum, FAQs, and knowledge articles to ensure the ongoing readiness of our player support teams
- Demonstrate transparency and active communication with teams and management
- Identify gaps in current team as well as opportunities to improve process and methodology
- Provide context around player issues across the organization to make sure we accurately prioritize player experience initiatives
- Collaborate with other members of the customer experience team to improve performance, drive consistency across our games in order to make it easy for players to find solutions
- Engage with players to assist with requests for assistance or information via regular support channels as well as through social media
- Other Duties as required
QUALIFICATIONS
- Two or more year(s) of experience working with teams, preferably in a customer operations role influencing the customer experience
- 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
- 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?)
- A passion for great customer service
- An attention to detail and the ability to think creatively about problems and how to solve them