Senior Manager, Player Community Support

Job Type:
Permanent
Areas of Expertise:
Community Management, Technical and Customer Support
Region:
Canada
Area:
Vancouver
City:
Vancouver
Posted:
14-May-18
Company:
Kabam
Job Ref:
SENIO01093

Senior Manager, Player Community Support

Player Experience SENIO01093

  • Vancouver, BC, CAN

Job details

Description

You have a proven track-record in leading a public-facing team, strong working knowledge of social media platforms and the ability to effortlessly communicate difficult ideas. You believe that the strength of a studio’s relationships with its players is an important factor for the continued success of a game. You have a passion for gaming, a strong sense of empathy for players, and a proven track record in multitasking. Your years of immediate experience within the field of Community Management have made you a strong online communicator, and you’re seen as a leader within your organization.

Sound like a match? Kabam is looking for a Senior Manager, Player Community Support in Vancouver to lead our Community Support efforts. You’ll work with a group of passionate and talented Community specialists to help take how we engage and support both our players and game teams to the next level

You will contribute by:

  • Overseeing our Community Support team, guiding them on best practices, emerging trends, and ways to elevate our operations
  • Preparing and delivering regular reporting on all key initiatives to Sr. Leadership, both written and in person
  • Overseeing day-to-day community engagement online
  • Overseeing social media customer support and platform store support
  • Managing vendor relationship including weekly meetings and monthly business reviews
  • Overseeing the implementation and operation of tactics to increase our online presence in non-English geographies
  • Identifying and resolving potential crises; proactively identify possible player concerns/ issues that could have a detrimental impact, and working to resolve them
  • Leading the research and implementation of a sentiment measurement tool
  • Brainstorming on and driving creative new initiatives in community support - we never stay stagnant and are always finding ways to inspire and delight our players

At Kabam, we’re constantly raising the bar of excellence in free-to-play mobile gaming. We hire for passion and diversity so that together as a team we can triumph in our collective skill. Our teams are made up of a fusion of personalities and interests bound together by a collaborative nature, fun-loving culture and drive to do what it takes to make great games. And this is where you come in…

Your background includes:

  • 5+ years of increasing responsibility in the field of Community Management for video games
  • 3+ years of people management, with proven ability to motivate others to deliver strong results, ideally across multiple remote locations
  • Strong reporting and analytic skills. You can whip up reports in your sleep, use them to stay on top of progress, and recommend program changes.
  • A proven ability to hit and exceed targets, and experience with crisis identification and resolution
  • A forward-thinker, continually looking for “what’s next” and adapting tools & program to deliver better and better results
  • Proven ability to move fast, be adaptable, and launch new programs quickly
  • A proven track record of self motivation and the ability to hit project deadlines
  • A flexible and adaptable mindset; we’re a constantly evolving team with multiple new ideas that come to fruition
  • Creative problem-solving and experience engaging with individuals online in a high stress, sometimes volatile environment
  • Working knowledge of social media channels, online forum software, moderation activities and more
  • Experience with JIRA, Tableau and Trello as a plus
  • A deep familiarity and understanding of gamer culture and mobile gaming
  • A passion for video games; and knowledge of the active gaming landscape
  • A degree in a relevant field preferred (i.e. marketing, communications, business)

Excited by this opportunity? We invite you to apply and start the conversation with us.

Contact Details:
Kabam
Tel: .
Contact: Recruitment Team
Email:

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