AustinRecruiter Since 2001
the smart solution for Austin jobs

Senior Player Support Manager

Company: Zynga
Location: Austin
Posted on: August 17, 2019

Job Description:

As a Player Support Manager, you will be responsible for daily operations and execution for ongoing Support Operations by maintaining service levels, measuring and improving player happiness, team management, and vendor operations oversight. You will become a game authority for a selection of assigned Zynga game titles and will support our Studio partner groups in the delivery of player facing information exchange. The position will require the skill to build and maintain an integrated relationship with our internal teams based throughout our Global Operations, while ensuring an excellent Player Support Experience for our players.

A passion for gaming and delivering the highest standards of support are a must! You have experience mentoring colleagues, providing feedback and core skill development, and outlining development progression plans. You should be comfortable working in a very fast paced environment, where change happens at a rapid pace. This role will be working on our Poker title.

Responsibilities:


  • Strategic Player Support Mentorship for our Studio Partners
  • Tactical application of best practices, shown strategies, and product implementation
  • Implementation and adherence to the service catalog
  • Coordination of information exchange with our Experience Service Managers
  • Management of vendor support operations, including training, quality control, and performance calibrations
  • Daily analysis and reporting game issues; including in-depth analysis of feedback from player satisfaction and suggested game improvements
  • Direct management of a team of Player support agents providing issue resolution
  • Management of Game-Specific Support Strategies in conjunction with our Player Support Team(s)
  • Be an advocate and an authority in the games your team is supporting and act as a point of contact for your team in game related questions.
  • Identification and Escalation of emerging/trending game bugs and coordination with Studio Partners for expedited resolutions
  • Support and advise partner sites supporting Zynga games on best practices
  • Strive to maximize consumer satisfaction and assist team in solving issues in a way that balances the needs of the consumer and the business.
  • Understanding the concepts of capacity planning for agent headcount
  • Reporting on process improvements, team performance, and development opportunities
  • Review Vendor team performance and ensure they are calibrated on Zynga policies and procedures, as well as new game updates based on all available reporting - regularly provide feedback to management team on findings and progress
  • Ensure a healthy, motivated and positive team environment, addressing issues and providing feedback where necessary in a timely manner
  • Be a role model by adhering to and living our values - lead by example
  • Conduct regular team meetings and one-to-one meetings to ensure team understands current team/game status and performance


    Desired Skills:


    • Passion for gaming and customer service - knowledge on our current games an advantage
    • Experience in online gaming environment desired
    • Minimum of 2+ years supervising customer care teams
    • Experience supervising teams in a multi-cultural teams
    • Adaptability and the ability to work in a fast paced environment
    • Excellent verbal and written communication skills
    • Experience working cross-functionally across many groups in the company
    • Must be conscientious and posses strong leadership skills
    • Able to conduct analysis of statistical information
    • Experience with CRM tools
    • Proficiency in MS Office and Excel required
    • Some travel may be required
    • Ability to work flexible hours and to work using own initiative
    • A deep understanding of different cultures and interest in people and their development
    • Degree preferred


      What we offer you:


      • Zynga Stock RSUs and Bonus Plan
      • Full medical, dental, vision benefits as well as life insurance
      • Catered lunch daily
      • Generous Paid Maternity/Paternity leave
      • Open Vacation Policy
      • Flexible working hours
      • Casual dress every single day
      • Work with cool people!

        Zynga is an equal opportunity employer. We are proud of our diverse community; we do not discriminate on the basis of race, sex, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, medical condition, disability, or any other class or characteristic protected by applicable law. We welcome candidates, players, employees, and partners from all backgrounds. Join us!

        Zynga will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.

Keywords: Zynga, Austin , Senior Player Support Manager, Executive , Austin, Texas

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Executive Jobs


Practice Manager
Description: Description SHIFT: No Weekends br br SCHEDULE: Full-time br br Do you have the careeropportunities you want in your current role We have an exciting opportunityfor you to join the nation's largest (more...)
Company: Austin Heart
Location: Austin
Posted on: 08/20/2019

General Manager - Electrical Construction
Description: General Manager - Electrical Construction br If you are an General Manager with Electrical Contracting experience, please read on We are a leading Electrical Construction company located
Company: CyberCoders
Location: Austin
Posted on: 08/20/2019

14G Air Defense Battle Management System Operator
Description: 14G Air Defense Battle Management System Operator br br Job ID: 1099998 br br Job Views: 13 br br Location: AUSTIN, Texas, United States br br ZIP Code: 78703 br br Job Category: Heavy (more...)
Company: Army National Guard
Location: Austin
Posted on: 08/20/2019


Project Manager; IO
Description: Job Description br The Project Manager is responsible for managing cross-functional product development teams from project initiation through product commercialization and stabilization. The position (more...)
Company: Varian Medical Systems, Inc.
Location: Austin
Posted on: 08/20/2019

Firmware Engineering Manager
Description: We are Silicon Labs. We are the leading provider of silicon, software and solutions for a smarter, more connected world. We hire the most innovative talent in the world to solve the industry's toughest (more...)
Company: Silicon Labs
Location: Austin
Posted on: 08/20/2019

Marketing Manager
Description: About Us Are you passionate about nutrition and healthy lifestyles Do you sincerely desire to help others attain their best health We are looking for an outstanding individual to join an amazing nutrition (more...)
Company: Premier Research Labs
Location: Austin
Posted on: 08/20/2019

Shift Supervisor / Shift Manager
Description: DescriptionPizza Hut Shift Supervisor / Shift ManagerWorking at Pizza Hut is about making hungry people happy. It's about being independent and having fun, making new friends and earning extra cash. If (more...)
Company: Pizza Hut
Location: Wimberley
Posted on: 08/20/2019

Global Mobility Manager
Description: About Us br br At Cloudflare, we have our eyes set on an ambitious goal: to help build a better Internet. Today the company runs one of the world s largest networks that powers trillions of requests (more...)
Company: Cloudflare, Inc.
Location: Austin
Posted on: 08/20/2019

Manager, IT SOX Advisory
Description: TriNet is a leading provider of comprehensive human resources br br solutions for small to midsize businesses SMBs . We enhance business br br productivity by enabling our clients to outsource (more...)
Company: TriNet
Location: Austin
Posted on: 08/20/2019

14G Air Defense Battle Management System Operator
Description: 14G Air Defense Battle Management System Operator br br Job ID: 1100051 br br Job Views: 14 br br Location: DEL VALLE, Texas, United States br br ZIP Code: 78617 br br Job Category: (more...)
Company: Army National Guard
Location: Del Valle
Posted on: 08/20/2019

Log In or Create An Account

Get the latest Texas jobs by following @recnetTX on Twitter!

Austin RSS job feeds