Player Support Producer II

PS Producer II

Player Support with the client's games strives to shatter the service expectations of players worldwide, providing millions of players with high-quality support that echoes values in every experience we provide.
As a PS Producer II you will be responsible for defining the holistic support experience for your products, and working with Product, Technology and Operations teams to make this vision a reality.
You will lead a team of cross functional stakeholders to deliver a holistic support experience for upcoming game features for one or more products. Together you will be responsible for the launch success and operational readiness for the features you are accountable for.
Responsibilities:
Represent Player Support (policy, capabilities, SLAs, status) to stakeholders, customers and investors by advocating team initiatives to track dependencies, coordinate scope changes to ensure on-time completion of projects and products, facilitate cross team collaboration and ensure projects are delivering value to customers
Suggest cross team process improvements that improve the player experience and improve team collaboration
Work with Senior Production teammates to maintain the roadmap and call out any risks, dependencies and issues for deliverables within a 3-6 month time frame
Facilitate launch preparation meetings, facilitating policy and tooling discussions and requirement gathering for each feature you are accountable for. Track and measure post launch feature KPIs to assess player impact. Work with senior production to determine iterative next steps.
Drive large projects autonomously, including requirements gathering, planning and execution. Coordinate the efforts of producers, operations teams, engineers, UX design and other multi discipline teams to deliver valuable player experiences.
Can lead team planning and manage inputs required for large initiatives and delivery within scope, target, and quality.
Required Qualifications:
5+ years professional experience
2+ years of experience in a product management, project management or production role.
Experience with product management and project management software (Jira, Portfolio, etc)
Experience with software, game, and/or product development strategies and best practices
Experience translating UX testing and feedback into new features
Demonstrated record of critical thinking and creative problem solving to address complex challenges
Desired Qualifications:
3+ years experience in a Player Support organization
Familiarity with e-commerce, payments or account management within consumer products.
Agile, project/product management certifications (CSPO, CSM, PMP etc)
Experience with and knowledge of customer support principles, methodologies, and tools
Experience with data-informed feature/service design and decisions
Bee Talent Solutions offers a competitive benefits package for eligible full-time employees, including medical, dental, and vision coverage. Additional details regarding eligibility and plan offerings will be provided during the interview and onboarding process.
It's our policy to provide equal employment opportunity for all applicants and employees of Bee Talent Solutions. The Company makes reasonable accommodations for handicapped and disabled employees and does not unlawfully discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, handicap, veteran status, marital status, criminal history, or any other category protected by applicable federal and state law.
We consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with applicable federal, state and local law, including, but not limited to, the California Fair Chance Act, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, and the Washington Fair Chance Act.
Per the Los Angeles County Fair Chance Ordinance, the following core duties may create a basis for disqualifying candidates with relevant criminal histories:
Safeguarding confidential and sensitive data while employed by us and while on assignment at a customer of ours
Communication with others, including employees and third parties such as vendors, customers (including their employees), and/or players, including minors
Accessing our or our customer's assets, secure digital systems, and networks
Ensuring a safe interactive environment for players, employees, and temporary workers
These duties are directly related to essential operations, safety, trust, and compliance obligations within our organization and within the organization of any customer to whom you may be assigned while employed by us. Please note that job duties may evolve based on business needs and additional responsibilities may be assigned as necessary to maintain operational efficiency and security.