About the role 

​​We are seeking a hands on and enthusiastic Player Experience Product Liaison Manager to join our team. Your primary focus will be to partner with our game, marketing & community teams to improve the player support experience across our games.

Partnering with stakeholders and analyzing data will be your bread and butter. You'll work on plans that enhance the player support experience and deliver positive outcomes for our players.

You'll collaborate with our outsourced support partners to ensure they're kept up to date and informed on upcoming releases, providing training and knowledge inputs to enable the delivery of high quality support. You'll also liaise with Helpshift to maximize value out of our support tool. 

As a member of the Player Experience Leadership Team, you'll keep on top of key metrics such as response times, player satisfaction, internal quality ratings, employee experience and more, working with the Operations Manager to build an efficient and effortless support journey for our players.

What you will achieve

• You'll deliver high quality Player Support services through effective partnerships with game, community, support and marketing teams, including ownership of Help Centre content, self-service journeys and in-app help experiences,(FAQs, bots, automation, etc)
• Build strong relationships with vendor support teams, ensuring they feel part of the team, are appropriately involved, upskilled and equipped (game and tool knowledge) to deliver great experiences
• Define, prioritize and implement tool and tech requirements for Player Support and Trust & Safety across your games, working closely with our Central Services team to ensure Player Experience alignment with relevant roadmaps
• Collaborate with our Community teams to champion Voice of the Player; creating reports, insights and dashboards that support decision making, drive improvements across Player Experience and improve the overall game
• Deliver projects that support wider game plans, such as new features, marketing campaigns and community initiatives
• Ownership of KPIs relating to your assigned games, ensuring our players receive excellent service measured through response times, player satisfaction, resolution rate and more

What you will need to be successful 

• A strong operational mindset and a bias to action. You enjoy building processes and partnerships, as well as getting involved in the day-to-day running of a busy operation
• A proactive approach, you’ll need to take ownership of initiatives and deliver strategic solutions autonomously through effective project prioritization and time management
• Ability to use, understand and visualize Player Support data, tools and insights. You can identify trends, patterns and create impactful reports that drive action
• A team player with excellent communication skills and relevant experience working with other teams to drive world class Player Support experiences
• Ability to work in the moment and see the bigger picture; immersing yourself in our game teams acting as the Player Experience expert
• A natural curiosity and eagerness to learn - we believe this is essential to our ability to stay ahead of the market and value this over years of experience.