Game Support Operations Director

7 days ago


Montreal, Quebec, Canada Sony Playstation Full time

Sony Playstation is a global leader in entertainment producing innovative products and services. Our team strives to create an inclusive environment that empowers employees and embraces diversity.

We are seeking a Game Support Operations Director to establish and elevate the Player Support function within our studio, creating a positive experience for our players. This role will be at the forefront of identifying and alleviating friction experienced by our players, championing a data-informed perspective aimed towards increasing player satisfaction.

This position reports to the Player Experience Lead. Key responsibilities include building a Player Support function, strategy, and processes, as well as coordinating with Community, Insights, and global PlayStation Player Support teams. You will also establish and maintain a knowledge base for both players and external support agents through detailed FAQs and runbooks.

Additionally, you will oversee the recruitment, training, and development of support staff to build a competent and motivated team. Success will be measured by setting KPIs around player satisfaction and demonstrating success and ROI of support operations.

The ideal candidate has 5+ years of experience in Customer or Player Support, creating and executing player support strategies. They should also have 2+ years of experience in a management or lead role for Customer/Player Support or adjacent fields. A strong understanding of player support strategies, focusing on operational excellence, process optimization, operational scalability, and data analysis, is essential.

Our company values diversity and inclusivity, striving to create an environment where everyone feels empowered. We welcome candidates who share these values and are passionate about innovation, technology, and play.

A competitive salary of $110,000 per year is offered, making this an attractive opportunity for those looking to join our dynamic team. If you're passionate about delivering exceptional player experiences and want to be part of a global leader in entertainment, apply now



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