Player Support Lead, External Games- Games Operations

Netflix is looking for an exceptional Player Support Lead for the External Games business to help deliver the next generation of video games for a worldwide audience. The role will lead the Player Support efforts for the externally developed portfolio of games in partnership with the Netflix player Support team that spans a global support network for Netflix. 

This role will establish the Player Support process for the External Games portfolio, adapting the issue escalation structure to work with external developers, evaluating ticket volume and type by game and delivery to a balanced SLA. They will work closely with External Production to surface and address game specific issues and trends with an understanding of new feature releases and live operated events to best support the player experience, managing through emergent issues. 

The Player Support Lead will also work closely with the Product Marketing team who manages active paid media, social and community conversations; coordinating proactive and reactive messaging to holistically manage player communication and experience. 

The candidate will have a track record of building strong relationships with cross functional partners internally and externally with a passion for supporting players to have the optimal experience with our games. 

Responsibilities:

• Lead and manage end to end Player Support for assigned games published by External Games, collaborating with Marketing, Producers and PMs, QA, and other cross-functional teams in providing the best player experience.  For example:  launching new titles, supporting live services games, prioritizing issues that are impacting the game, etc. 

• Partnering with Product Marketing and External Communications to proactively manage broader issues that may impact the game or Netflix brand.

• Partner and guide external resources to manage support volume for a wide portfolio of games.

• Monitor app store reviews for assigned games and reply to app store reviews based on specific issues and feedback from players.

• Leverage CRM tools, dashboards and regular reporting to surface player health for individual games as a part of a holistic approach for player relationship management .

• Continuously source relevant game information to be leveraged for Help Center and Knowledge Base content for Player self-help. 

• Drive data analysis for all aspects of the Player Support service to continuously improve the player experience and support KPI’s.

• Compile and provide ad-hoc or recurring Player Support reports to stakeholders that highlights the games top issues/feedback as well as positive feedback and game recommendations.

• Continuously improve and optimize process and framework to best support players, external game studios, and other stakeholders.

• Prepare for new game launches and ensure support operations are in place.

• Proactively work with stakeholders to improve the quality of the game that impacts player engagement. 

• You may need to support players that can span across in-game social features, social media, blogs, Discord channels.

Requirements:

• 5+ years of experience in Player Support as a lead, supervisor, or manager.

• Familiarity and understanding of the game development process and variety of game content, preferably including live service games and games on the mobile platform.

• Experience with a data driven approach to analyze and optimize Player Support for multiple game genres and platforms. 

• Demonstrated record of critical thinking and creative problem solving to address complex, multi-disciplinary challenges.

• Deep experience with Product Marketing, PR and Community teams building holistic communication with our players. 

• Proven track record of working with a cross functional team, driving results from influence.

• Strategically approaches challenges and applies flexibility to solutions. 

• Continuously looking for ways to improve and iterate an existing framework, or building anew for best results.

• Player first mindset & passion for video games, innovations in software and hardware and how they enrich the player experience. 

Our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $100,000 - $500,000 USD.

Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs.  Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more detail about our Benefits here.

Netflix is a unique culture and environment.  Learn more here. 

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.