Product Team Lead – Customer Experience & Core Services 

We’re looking for a Product Team Lead to own the customer experience domain — including support tools, in-game player support, core services (CRM, login, privacy, One Connect), and VIP experience. 

You’ll lead a small team of PMs and partner across Studios, Engineering, Customer Support, and Data to build scalable, AI-first systems that improve player satisfaction and operational efficiency. 

What You’ll Do  

• Lead & mentor a team of 3 product managers, ensuring clear ownership, collaboration, and alignment across customer experience, core services, and AI initiatives.  

• Shape the 6–12 month strategy for customer experience and support — defining AI-driven opportunities in ticket deflection, routing, and agent-assist automation.  

• Define and deliver the roadmap for customer experience solutions, CRM, login, privacy, in-game support, CS agent tools, and VIP tools. 

• Define and monitor key metrics such as CSAT, FRT, resolution rate, deflection rate, VIP satisfaction, and service reliability.  

• Align cross-functional teams — facilitating collaboration between Customer Experience Groups, Support, Studios, and Engineering (DS and Data) to balance experience quality, performance, and business impact.  

• Champion an AI-first mindset, working with data and ML teams to introduce LLM-based tools that empower agents and deliver faster, smarter resolutions.  
• Handle complex stakeholder dynamics with empathy and clarity — bridging differences between operations, studios, and engineering priorities.  

What You Bring 

• 5 years in Product Management, with 2 years in a lead / senior role 

• Background in gaming or large-scale B2C products. 

• Strong data-driven and stakeholder management skills. 

• Comfort working with AI/LLM initiatives. 

• Experience with customer support, CRM, identity, or operations-facing systems, bonus.