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Community Management Team Lead
Ubisoft
Morrisville, NC, United States
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Company Description
Ubisoft is composed of over 14,000 talented people located in 5 continents across the globe. With more than 80% of our teams dedicated to creation, Ubisoft is the biggest in-house creative force in the industry.
The company’s 40+ different creative studios work hand-in-hand each day to deliver rich and innovative gaming experiences that reflect the creativity and diversity of their teams. This cross-studio collaboration model means every team member has the opportunity to participate in challenging projects based on iconic brands including Assassin's Creed®, Tom Clancy's Rainbow Six Siege®, Tom Clancy's The Division®, For Honor®, Rabbids®, Rayman®, Watch Dogs®, Far Cry®, The Crew®, Just Dance® and more.
With an expansive global distribution network, Ubisoft is also a company that stays in close contact with its local fans.
Job Description
Ubisoft, a global leader in the video games and entertainment software industry, is currently seeking a full-time Community Management Team Leadfor its Community department in the Morrisville, NC Customer Relationship Center. This individual will report to the Senior Manager, Community Management, and will be responsible for the day-to-day oversight of a team of Community Managers. The ideal candidate is a creative and passionate gamer who is an expert in online communities and social media, possesses excellent communication skills, and has the ability to successfully lead a team in a highly dynamic production environment.
Status:
Full-time / Permanent
Benefits: Comprehensive and competitive benefits package available (paid holidays, sick, vacation, pawternity, and volunteer days, medical, dental, vision, disability, 401k, fitness and tuition reimbursement)
Location: Must work within Morrisville, NC office (not a remote/telecommuting position)
Responsibilities
• Engage in the day-to-day supervision of a team of Community Managers.
• Identify professional development opportunities for Community Managers and provide guidance/mentorship for their professional growth.
• Partner with Community Managers, Community Developers, Customer Support personnel, and Europe/Middle East/Asia counterparts to support community management operations both within the North/Central/South America Customer Relationship Center and throughout Ubisoft as a whole.
• Monitor and report on CM activity to ensure application of guidelines, policies, and best practices.
• Identify both internal and external best practices, partner with individual CMs to execute, then document results and iterate as necessary.
• Assist in the documenting of post-mortems and key program results to help improve future performance.
• Help coordinate the execution of the community strategy across all team-supported products.
• Create recurring reports capturing a snapshot of community interactions across products; share/contextualize metrics.
• Support our adoption and use of various community management tools by providing guidance, troubleshooting, and tool administration, as needed.
• Create a fun, collaborative environment with a shared passion for community management.
Qualifications
• 3-5 years’ experience in a community management role.
• Previous experience with user moderation in a digital/online environment, including experience working with forum, social media management, and listening tools.
• Strong understanding of social media services, mechanics, and trends—particularly Facebook, Twitter, and reddit.
• Excellent written and oral communication skills and the ability to create quality documentation for internal and external audiences.
• Strong organizational skills and an independent, self-motivated work style.
• Proficiency with MS Office, especially Word, Excel, and PowerPoint.
• Previous experience with customer first-contact, de-escalation, and management of a team 4-8 people a plus.
• Experience in the video games industry a significant plus.
Additional Information
All your information will be kept confidential according to EEO guidelines.