Manager - Qa & Customer Support

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) across a portfolio of games or titles. Day to day you will manage 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 build 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 rapidly changing and growing studio environment. You will oversee a team consisting of QA and CX specialists, matrix resources and potentially external vendors, while managing their performance and professional development to meet the current and future needs of the organization. 

RESPONSIBILITIES:

• Develop and complete results across allocated portfolio of games, with a focus on Quality Assurance
• Establish and maintain an overarching QA roadmap for the portfolio, with a goal of increasing efficiency and quality through tools, technology, and central initiatives
• Proactively plan staff allocations to support aggressive 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.
• Supervision of allocated projects.
• Supervision of Leads, Associate Leads, Sr. QA Testers, and QA Testers.
• Supervise the test process of titles in development through the SDLC.
• 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:

• Excellent communication skills, both oral and written, internally & externally.
• Management skills to include successfully handling ambiguity, flexibility & understanding of the development process, and maintaining good relations with producers & developers.
• Knowledge of bug database systems, QA process, test plan creation, and bug writing process.
• Minimum of 3-5 years of experience as a Lead QA Tester or equivalent.
• Hardworking, reliable, punctual, flexibility to work unsociable hours depending on deadlines.
• Knowledge of MS Office suite, JIRA, Confluence.
• Technically proficient with PCs, gaming consoles, and related hardware.
• Ability to liaise with other departments.
• Solid understanding of the art and science of testing
• Gaming proven experience is strongly preferred.

REQUIRED QUALIFICATIONS:

• 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 track record of supplying 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 establishing links with outstanding social skills by demonstrating perseverance, positivity, and purpose with internal team members and external partners with the ability to adapt to the different needs of each group.
• A strong aim to solve problems, remove obstacles, advocate for players seeking help, and the understanding that customer solutions are not one-size-fits-all.
• Exceptional English communication skills in both written and verbal forms
• An eye for detail-accuracy is crucial.
• Excellent organization and time management skills with the ability to handle 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

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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