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Director, Customer Service Product and Tools
Kabam
Austin, TX, United States
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Description
You are a passionate advocate for the customers and will deliver highly available, scalable and innovative technology solutions that enable Kabam’s customer service and community teams to deliver great player experiences everyday. Additionally, you will drive innovation and execution of the One to Many, and Many to Many service technology solutions. You have a deep passion for implementing customer service tools while leveraging the latest technologies to build great support experiences for future games.
Sounds like a match? We are looking for a Director, Customer Service Product and Tools to lead Technology services for our Player Retention and Customer Service departments. This position will lead a team responsible for implementing technology solutions to advance the customer and business needs.
We don’t just make games, we play and love them too.
You will contribute by:
• Clearly defining the technology strategy to lead the Company in customer service and community tools and creating a reputation as an industry leader
• Providing leadership and supporting for the technology platforms, which includes multiple internal and external partners
• Driving technology vision, strategy, and execution for the Company's customer experience
• Acting as a Product Owner for Player Retention initiatives, working with business stakeholders to define objectives and establish priorities
• Partnering closely with Product, functional business unit(s) and other key stakeholders to deliver a differentiated experience that leverages new and innovative technologies
• Refining technology solutions and details to achieve simplicity and stability that aligns with the player voice and company game team
• Translating objectives into specific tactical plans that achieve quality and delivery expectations
• Defining and setting standards for the technology, system(s) performance, and ROI
• Accelerating the development of our future state technology platforms that provides global workforce capabilities and flexibility, while leveraging industry best in class solutions
• Driving continuous improvement on our existing technology platform(s) to improve scalability, availability, and quality in a highly transactional and dynamic environment
• Building, managing, and mentoring a team of technology professionals
At Kabam, we’re constantly raising the bar of excellence in free-to-play mobile gaming. We hire for passion and diversity so that together as a team we can triumph in our collective skill. Our teams are made up of a fusion of personalities and interests bound together by a collaborative nature, fun-loving culture and drive to do what it takes to make great games. And this is where you come in...
Your background includes, but not limited to,
• 10+ years’ technology experience in a highly dynamic and distributed customer service and community environment
• 10+ years’ experience in leading and supporting a large volume and highly available technology environment
• Proven technology leader with experience in transforming technology, preferably for a complex global customer service and community organization with a large user/customer base
• Experience with customer service technology packages and custom development experience
• Enthusiastic about the latest mobile trends and emerging technologies (IE Machine Learning, AI)
• Proven ability to work with a large cross-functional team to define the team’s business, product and technology strategy
• Excellent communication skills, program management capabilities, and operational excellence
• Passion and a proven track record for delivering technology experiences that delight customers
• Ability to shift from developing and communicating a strategy to executing in a cross-functional organization
• Excellent people manager who inspires, develops and motivates while creating an inclusive culture that is diverse, fun and rewarding
• Able to Influence and gain buy-in from internal and external stakeholders and resources
To bring this another notch up, you will have:
• Experience in and/or passion for Mobile gaming
• Experience with Salesforce Service Cloud, Vanilla, and Sprinklr
You will be responsible for developing the right communications and processes, talent, and organization structure to achieve product objectives. You understand the vision of the Player Retention and communicate it to the team. You are passionate about enabling others to succeed and excited to be part of a best in class player retention organization that is focused on our Players Success. Equally important, you have proven general management skills, and the ability to build relationships and influence across the organization at all levels.
Excited by this opportunity? We invite you to apply and start the conversation with us.
Together, we can create and support some of the best games ever made.
About Kabam
Kabam is a world leader of massively multiplayer games for mobile devices. Console quality graphics and next-generation technology are the hallmarks of Kabam games. Kabam merges the art of game design and the science of consumer behavior to create immersive games enjoyed by players around the world. Kabam’s games have generated hundreds of millions of downloads including Marvel Contest of Champions and Transformers: Forged to Fight and won several awards including Apple Editor’s Choice and Google Play’s Best Game of the Year. Kabam has studios and offices in Vancouver, San Francisco, and Austin. Kabam is a wholly-owned subsidiary of Netmarble Games.