Overview
On Site
Full Time
Skills
Attention To Detail
Optimization
Quality Assurance
Escalation Management
Messaging
Knowledge Base
Lifecycle Management
Provisioning
Vendor Management
Access Control
Regulatory Compliance
Incident Management
Workflow
Macros
Analytics
Performance Appraisal
Real-time
PSAT
SLA
Reporting
Decision-making
Roadmaps
KPI
Management
Project Management
Communication
Relationship Building
JIRA
Zendesk
Performance Metrics
SAP BASIS
Law
IT Service Management
Innovation
Collaboration
Recruiting
Insurance
Finance
Professional Development
Training
Leadership
CompTIA
Customer Service
Career Counseling
Apex
Oracle Application Express
Job Details
Job#: 2079271
Job Description:
Apex is hiring a Project Manager for a long term contract role. This role is starting off as a year but can be extended indefinitely.
This is a position open to candidates in the PNW, able to come to Redmond for client meetings quarterly.
Project Manager, Player Support Operations (Gaming)
We are looking for a strategic and detail-oriented Project Manager to assist with key operational initiatives supporting the player experience in a live gaming environment. In this role, you will assist in driving the planning, execution, and optimization of some Player Support programs, ensuring alignment between development, live operations, support, and vendor teams.
You'll be a critical partner in launch readiness, quality assurance, and escalation management by helping ensure our players receive world-class support across every title and update. This is a highly collaborative, fast-paced role ideal for someone who understands the urgency and complexity of live service games and thrives on making systems run better for both players and internal teams.
Key Responsibilities
Live Service Launch Readiness
Own and maintain the Player Support launch calendar across game titles. Drive cross-functional alignment around milestones, content drops, service readiness, patch deployment, and ensuring readiness of support messaging. Request knowledge base updates and player-facing content for every launch or update.
Tool & Access Lifecycle Management
Oversee provisioning and deprovisioning of tools for vendor agents supporting live titles. Partner with Security, IT, and Vendor Management to ensure efficient access control and operational compliance.
Player Escalation Ownership
Act as the first line of contact for internal escalation paths. Collect context, coordinate triage with internal partners, engineering, and player experience leads, and drive resolution to ensure timely and thoughtful outcomes for high-impact player issues in coordination with Incident Management lead.
Quality & Support Program Leadership
Collaborate with Vendor Quality and Player Care teams to evaluate current support end to end quality workflows, email interactions, and macros. Surface insights, identify gaps, and implement improvements that enhance service quality and consistency across regions and time zones.
Operational Analytics & Performance Review
Analyze historical and real-time ticket trends, PSAT data, and SLA metrics. Develop reporting that informs staffing, tooling, and escalation strategies. Present findings to leadership to support decision-making and roadmap planning.
Additional Responsibilities
Ideal Skills & Experience
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
Job Description:
Apex is hiring a Project Manager for a long term contract role. This role is starting off as a year but can be extended indefinitely.
This is a position open to candidates in the PNW, able to come to Redmond for client meetings quarterly.
Project Manager, Player Support Operations (Gaming)
We are looking for a strategic and detail-oriented Project Manager to assist with key operational initiatives supporting the player experience in a live gaming environment. In this role, you will assist in driving the planning, execution, and optimization of some Player Support programs, ensuring alignment between development, live operations, support, and vendor teams.
You'll be a critical partner in launch readiness, quality assurance, and escalation management by helping ensure our players receive world-class support across every title and update. This is a highly collaborative, fast-paced role ideal for someone who understands the urgency and complexity of live service games and thrives on making systems run better for both players and internal teams.
Key Responsibilities
Live Service Launch Readiness
Own and maintain the Player Support launch calendar across game titles. Drive cross-functional alignment around milestones, content drops, service readiness, patch deployment, and ensuring readiness of support messaging. Request knowledge base updates and player-facing content for every launch or update.
Tool & Access Lifecycle Management
Oversee provisioning and deprovisioning of tools for vendor agents supporting live titles. Partner with Security, IT, and Vendor Management to ensure efficient access control and operational compliance.
Player Escalation Ownership
Act as the first line of contact for internal escalation paths. Collect context, coordinate triage with internal partners, engineering, and player experience leads, and drive resolution to ensure timely and thoughtful outcomes for high-impact player issues in coordination with Incident Management lead.
Quality & Support Program Leadership
Collaborate with Vendor Quality and Player Care teams to evaluate current support end to end quality workflows, email interactions, and macros. Surface insights, identify gaps, and implement improvements that enhance service quality and consistency across regions and time zones.
Operational Analytics & Performance Review
Analyze historical and real-time ticket trends, PSAT data, and SLA metrics. Develop reporting that informs staffing, tooling, and escalation strategies. Present findings to leadership to support decision-making and roadmap planning.
Additional Responsibilities
- Track and follow up on action items from cross-functional meetings
- Support OKR progress tracking and ensure support KPIs remain on target
- Author weekly summaries on player contact trends and support highlights
- Manage and distribute the monthly Player Support Operations newsletter
Ideal Skills & Experience
- 3-5 years of project management or support operations experience, ideally in gaming or live service environments
- Deep understanding of the player lifecycle and expectations in online/multiplayer games
- Strong communication and relationship-building skills across technical and non-technical teams
- Familiarity with tools like Jira, Zendesk, and SharePoint
- Data-driven mindset with the ability to synthesize performance metrics into actionable plans
- Comfortable working across global teams and time zones in a dynamic release environment
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
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