Manager – QA & Customer Support at 2k

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Las Vegas, Nevada, United States

WHO WE ARE

2K is headquartered in Novato, California and is a wholly owned label of Take-Two Interactive Software, Inc. (NASDAQ: TTWO). Founded in 2005, 2K Games is a global video game company, publishing titles developed by some of the most influential game development studios in the world. Our studios responsible for developing 2K’s portfolio of elite games across multiple platforms, include Visual Concepts, Firaxis, Hangar 13, CatDaddy, Cloud Chamber, 31st Union, and HB Studios. Our portfolio of titles is expanding due to our global strategic plan, building and acquiring exciting studios whose content continues to inspire all of us! 2K publishes titles in today’s most popular gaming genres, including sports, shooters, action, role-playing, strategy, casual, and family entertainment.

Our team of engineers, marketers, artists, writers, data scientists, producers, problem solvers and doers, are the professional publishing stewards of our growing library of critically-acclaimed franchises such as NBA 2K, 2K PGA, Battleborn, BioShock, Borderlands, The Quarry, The Darkness, Mafia, Sid Meier’s Civilization, Marvel’s Midnight Suns, WWE 2K, and XCOM.

At 2K, we pride ourselves on creating an inclusive work environment, which means encouraging our teams to Come as You Are and do your best work! We encourage ALL applicants to explore our global positions, even if they don’t meet every requirement for the role. If you're interested in the job and think you have the determination to work at 2K, we encourage you to apply!

SUMMARY:

The Manager position is responsible for the delivery of Quality Assurance (QA) and Customer Support (CS) across a portfolio of games or titles. Day to day you will handle the lifecycle of a 2K product(s) through pre-production quality assurance, and post launch customer experience. You will be the champion behind the quality of our games and service, support the productivity and management of your team, and maintain and improve the efficiency of our processes. You will need to establish relationships across the organization to ensure the team can respond quickly and proactively to customers’ needs. Your team will be the eyes and ears of the customer and will need to get the message heard.

Our goal is to develop leaders and ensure our team is developed to meet a constantly evolving and growing studio environment. You will supervise a team consisting of QA and CS specialists, matrix resources and potentially external vendors, while handling their performance and professional development to meet the current and future needs of the organization.

RESPONSIBILITIES:

Develop and implement deliverables across allocated portfolio of games, with a focus on Quality Assurance and Customer Support
Establish and maintain an overarching QA and CS roadmap for the portfolio, with a goal of increasing efficiency and quality through tools, technology, and critical initiatives
Proactively plan the pipeline of releases ensuring staff allocations can support ambitious development cycles
Collaborate with cross functional teams and partners to support the quality release of products on time and provide strategic direction to the QA/CS management team
Lead a multidisciplinary team across a game studio/s and multiple concurrent projects, setting department level KPI’s for success and developing the team to achieve them, focusing on performance and development
Lead and mentor team members and drive training procedures for all levels of the team
Develop and champion relationships throughout the organization to share and obtain knowledge
Participate in company-wide initiatives as they pertain to quality, coach game team leaders on the use of quality tools and techniques and champion QA initiatives throughout the company
Advocate for the player needs at every step, being responsible for all customer support activities
Actively participate in the recruiting, interview, and onboarding process to support studio staff growth objectives.

KNOWLEDGE AND SKILLS:

We are looking for a true leader who has outstanding communication skills and is determined to advocate for quality and customers at every step. We require someone with experience managing projects and product deliverables, always looking out for improvement opportunities, and who can see ideas through to execution. Experience in QA or Customer Support in gaming or e-commerce is needed.

REQUIRED QUALIFICATIONS:

Bachelors or Associates degree, High School diploma or equivalent experience or equivalent in a related field
5+ years in a Project Delivery, Product Management, Quality Assurance Management or Customer Service Management position with experience across Quality Assurance or Customer Support
Strong project/product management skills needed to understand business strategy and technology, with the ability to influence, negotiate and bring teams to success
Confirmed experience in developing and handling roadmaps and delivery schedules including resource allocation and team management. Able to demonstrate a consistent record of chipping in to large-scale shipped products
Management skills to include successfully handling ambiguity, flexibility and understanding of the development process, while maintaining good relations with producers and developers
Be a natural at building links with outstanding communication skills by demonstrating grit, positivity, and dedication with internal team members and external partners with the ability to adapt to the different needs of each group
A strong aim to address problems, remove obstacles, advocate for players seeking help, and the understanding that customer solutions are not one-size-fits-all
Outstanding English social skills in both written and verbal forms
An eye for detail—accuracy is critical
Excellent organization and time management skills with the ability to balance multiple projects and deadlines simultaneously, and the flexibility to handle an environment where facts and details can change rapidly
Digital literacy, gaming platforms, sophisticated MS Office Suite (esp. Outlook, Word, Excel), Google Suite, Zoom, Slack

PREFERRED QUALIFICATIONS:

Successful experience in Quality Assurance and Customer Support within a gaming company
Excellent understanding of the Development and Quality Assurance process, tools, and practices
Ability to thrive, be focused, and successful in a WFH environment
Experience with relevant tools such as Zendesk, Google Analytics, Confluence, Jira

As an equal opportunity employer, we are committed to ensuring that qualified individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform their essential job functions, and to receive other benefits and privileges of employment. Please contact us if you need reasonable accommodation.

Please note that 2K Games and its studios never uses instant messaging apps or personal email accounts to contact prospective employees or conduct interviews and when emailing, only use 2K.com accounts.

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