Player Support Manager, GPX
You will be responsible for daily operations and execution for all ongoing Player Support Operations. This role will have responsibility of defining and maintaining service levels in partnership with senior leaders, measuring and improving player satisfactions, team management, and vendor operations management. The successful candidate will be a game expert for a selection of assigned Zynga game titles and will support our Studio partner groups in the delivery of player facing information exchange. The position will require the skill to build and maintain an integrated relationship with Studio partner groups and other internal teams based throughout our Global Operations, while ensuring an excellent Player Support Experience for our players. A passion for gaming and delivering the highest standards of support are a must! Responsibility for the motivation and leadership of all team members also lies with the Service Delivery Manager. You should be comfortable working in a very fast paced environment, where change happens at a rapid pace.
Strategic Player Support Guidance for our Studio Partners
Manage the information delivery for Monthly Business reviews and partner closely with Studio Leadership to improve game quality
Tactical application of best practices, proven strategies, and product implementation
Implementation and adherence, and direct management of our Player Support Service Catalog
Manage the creation and delivery of information exchange with all internal and external teams
Management of vendor support operations, including training, quality control, and performance calibrations
Daily analysis and reporting of player facing game issues; including in-depth analysis of feedback from player satisfaction and driving game improvements with our studio partners
Management of Game-Specific Support Strategies in conjunction with our Player Support Team(s)
Manage at least one designated title with the foreknowledge that multiple titles or skills/disciplines may be included
Be an advocate and an expert in the game(s) your team is supporting and act as a point of contact for your team in game related questions.
Identification and Escalation of emerging/trending game bugs and coordination with Studio Partners and Experience Service Managers for expedited resolutions
Manage, support, and advise partner teams supporting Zynga games on best practices.
Maximize consumer satisfaction and assist team in solving issues in a way that balances the needs of the consumer and the business.
Actively participate in, and manage projects which improve the overall performance and quality of our service offerings
Develop and recommend service and process changes
Manage outside service spend and budget requirements established by Studio groups
Review Vendor team performance and ensure they are calibrated on Zynga policies and procedures, as well as new game updates based on all available reporting - regularly provide feedback to management team on findings and progress.
Deliver coaching to Vendor and other developmental activities that are tailored to the needs of the individual.
Ensure a healthy, motivated and positive team environment, addressing issues and providing feedback where necessary in a timely manner.
Be a role model by adhering to and living our company values – lead by example.
Passion for gaming and customer service – knowledge on our current games an absolute advantage
Experience in online gaming environment desired
Experience supervising customer care teams
Experience supervising teams in a multi-cultural environment
Adaptability and the ability to work in a high paced environment
Excellent verbal and written communication skills
Must be self motivated and have strong organizational skills
Excellent people management and time management skills
Experience working cross-functionally across many groups in the company
Must be dependable and posses strong leadership skills
Able to conduct analysis of statistical information; Excel experience a must
Minimum of two languages required - English is a must (preferably in Spanish, French, Italian, German) Language requirement is for EMEA only.
Experience using CRM tools
Proficiency in MS Office required
Some travel may be required
Ability to work flexible hours and to work using own initiative
Ability to work well under pressure and get things done
Meet Some of Zynga's Employees
Vice President, Games
With a long-term strategy in mind, Nicole works alongside an array of teams from various disciplines, guiding them as they create fun and exciting products to engage Zynga fans.
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