Head of Live Ops

We are looking for a seasoned and resourceful leader to manage all aspects of our live operations. You will help build a responsive team to operate our 24/7 global service. This is a hands-on role with a large business impact, which will include live server and database operations, deployment, QA, Customer Service, and security. You should be a highly creative and data-driven leader as well as an excellent communicator.

To apply, please send a short cover email, including your resume or a link to your updated LinkedIn profile and a link to your portfolio (for art positions) to: JOBS@MANTICOREGAMES.COM

Responsibilities

  • Build and manage our Network Operations Center, monitoring and supporting any consumer and player-facing or internal infrastructure, application, or content issues; and offer global support on multiple platforms and languages including PC, mobile, and console
  • Set up and own the creator and player support function to make sure we provide our customers with the best experience for our platform
  • Build and lead the live support functions and ensure the smooth running of our platform while responding quickly to queries
  • Be the first responders and fixers for anything from server, network, and other infrastructure related problems, to in-service issues, internal incidents, and more
  • Work in a dynamic environment, multitasking to reactively and dedicatedly address issues impacting players and service
  • Communicate emergent issues internally and with users and players
  • Work closely with Engineering to implement deployment and QA best practices
  • Collaborate closely with the Developer Relations, Community Management functions and Finance to define and implement communications and decision policies related to customer relationship
  • Implement technology solutions and processes to facilitate a transparent, accountable, and scalable support organization (e.g CRM, live chat, etc.)
  • Constantly optimize processes to minimize resolution time and ensure user happiness
  • Manage multiple support channels to support customer communication preference; Chat, Video-Chat, Email & Knowledge Base
  • Build feedback loops and establish appropriate channels with relevant teams to facilitate communication, transparency, and efficiency
  • Hire, train, coach, and lead customer support representatives as they provide support for customers
  • Support the product feature and tool roadmap by surfacing unmet customer needs

Requirements:

  • 10+ years experience working in a Network Operations Center or a Live Operations environment
  • Demonstrated effective leadership - people management experience is important
  • Experience with Cloud-based technologies (Azure preferred)
  • Working proficiency with scripting languages such as SQL, JavaScript, Python, etc.
  • Experience with software build and deployment tools such as TeamCity, Electric Commander, Jenkins
  • Excellent in-the-moment problem-solving skills and the ability to break large problems into manageable and actionable pieces
  • Ability to communicate equally effectively with both technical and non-technical stakeholders at all levels
  • Flexible availability - including on-call - and strong time management skills
  • Ability to use multiple communication platforms simultaneously while remaining attentive to each customer and their concerns
  • Experience with Customer Service tools (Zendesk or HelpShift)
  • Experience with B2B Customer Support a plus
  • Passionate about gaming
  • Bachelors or Masters degree in Computer Science, Business Administration, Economics, or a related field