Player Support Producer II

Job Summary:

Objective:
As a Player Support Producer, you will be the bridge between Player Support (PS) and client, ensuring that player experiences are seamless, effective, and impactful. By acting as the voice of the player, you'll collaborate with cross-functional teams across Operations, Product, Technology, and Publishing to shape product design, manage projects, and resolve live incidents. Your role is pivotal in driving PS initiatives, optimizing processes, and ensuring our products deliver the best player experiences.
Responsibilities
Represent Player Support (PS) to internal teams, acting as a trusted consultant on the player impact of their work based on historical data and expertise.
Participate in early product design discussions to anticipate and mitigate player pain points, driving improvements in schedules, costs, and outcomes.
Proactively collaborate with Product Operations and PS Initiative teams to identify optimization opportunities, resolve inefficiencies, and enhance product and team outcomes.
Act as the product owner for key focus areas, setting priorities and strategic objectives for projects.
Manage projects, allocate resources, and oversee scope changes to ensure timely delivery of objectives.
Escalate live incidents or degraded services to appropriate teams and coordinate the resolution process.
Serve as the subject matter expert for assigned projects or initiatives, ensuring alignment with PS goals and providing strategic input on tools and resources.
Provide data analysis and reporting to Product teams and PS initiatives to inform decisions and improvements.

Required Qualifications
Education:
Bachelor's degree or equivalent work experience (technical, business, or social sciences background is a plus).
Experience:
Minimum 5 years of professional experience.
Strong background in the Player Support space.
3+ years in a Project Management, Product Management, or Production role.
Experience working with engineering teams directly.
Proven track record of shipping or managing customer service for multiple games/software products, ideally in a gaming environment.
Skills and Certifications:
Agile and project/product management certifications are a plus (e.g., CSPO, CSM, PMP).
Technical product management certifications are desired.
Experience working in Agile teams and frameworks.
Familiarity with supporting game teams or managing agent operations.
Key Competencies
Strong problem-solving skills with the ability to analyze player-impacting issues and propose data-driven solutions.
Exceptional communication and stakeholder management skills to build trust and alignment across teams.
Passion for player experience and deep understanding of its significance in product development.
Ability to work independently and as part of cross-functional teams in a fast-paced environment.