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Wizards of the Coast · 3 hours ago

Player Experience Manager

Renton, WA

Full-time

Onsite

Mid, Senior Level

$122K/yr - $183K/yr

5+ years exp

Wizards of the Coast is a prominent player in the global play and entertainment industry, known for its innovative games like Magic: The Gathering and Dungeons & Dragons. The Player Experience Manager (PEM) will advocate for players, addressing their concerns and ensuring their voices are central to product improvements. This role involves managing player issues, enhancing player satisfaction, and collaborating across various teams to deliver exceptional experiences.

Card and Board GamesDigital EntertainmentGamingTV

Responsibilities

Function as the primary internal advocate for players, voicing their concerns, requirements, and challenges in every conversation, decision, and partner concern. Ensure the player's viewpoint remains central in addressing issues and guiding future product improvements

Own advanced player issues from end to end, ensuring swift detection, clear communication and timely resolution that aligns with our player-first values

Act as the point of contact for issues between Player Experience (PX), Customer Support, Community, Marketing, Product, QA, and Engineering. Coordinate actions to minimize player discomfort and improve satisfaction

Advocate for and uphold the escalation playbook, ensuring uniform processes, documentation, and adherence among teams. See opportunities to improve the process through real-world application and feedback from players

Define and refine paths for addressing blocking issues, ownership roles, and SLAs with the goal of reducing friction for players and elevating the quality of support interactions

Lead cross-functional response efforts during live service incidents or issues that affect players. Ensure proactive communication and visible resolution to build and maintain player trust

Translate player complaints, difficulties, and suggestions into actionable insights. Collaborate with production, operations, and publishing teams to make changes that improve the overall player experience

Provide clear and actionable reports on blocking issue trends, resolution timelines, and player impact to inform leadership and guide ongoing improvement efforts

Qualification

Player support experienceSupport workflow designCross-functional coordinationZendesk proficiencyJira proficiencyConsumer-first thinkingCrisis managementCommunication skills