Senior Player Support Manager

As a Senior Player Support Manager, you will be responsible for the daily operations and execution of live support operations for a selection of assigned Zynga game titles. You will drive performance to achieve core service metrics by maintaining service levels, measuring and improving player satisfaction and customer experience, and overseeing vendor operations and team performance. You will become a game expert for select Zynga titles and will support our Game Studios and internal partner teams in the delivery of the best customer 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, designing strategic frameworks, and outlining development progression plans. You should be comfortable working in a very fast paced environment and adaptable to the changing needs of the business. 

• Provide strategic Player Support guidance to Studio Partners, ensuring alignment between the player experience, Player Support objectives, and Game Studio goals.

• Manage vendor support operations, including training, quality control, performance calibrations, and ensuring vendor adherence to Zynga policies and new game updates.

• Apply and implement best practices and proven strategies tactically across products.

• Leverage available tools and resources including support reference materials, CRM automations and analytics tools to design and implement informed support strategies that drive efficient, high quality support for your players

• Manage game-specific support strategies in collaboration with the wider Player Support Team.

• Lead and manage a team of vendor player support agents, focusing on issue resolution, motivation, and positive team culture.

• Conduct regular team meetings and one-on-one sessions to maintain awareness of team performance and live service issues.

• Act as a role model, adhering to and living company values, and providing timely feedback and issue resolution.

• Develop game expertise and advocate for the games your team supports, serving as the primary point of contact for game-related inquiries.

• Conduct analysis and reporting of game issues and top player concerns, including in-depth review of player satisfaction feedback and suggested game improvements.

• Identify and escalate emerging, trending live issues, coordinating with Studio Partners for timely resolution.

• Maximize player satisfaction by guiding the team to solve issues while balancing consumer and business needs.

• Develop and execute strategies for process improvements and optimized player experience journeys.

• Document support improvement strategies and share results with peers and leadership team

• Contribute to initiatives & projects that support the overall Player Support team and connected cohorts

• Provide informed insights for capacity planning needs.

• Minimum of 4+ years supervising customer care teams or comparable experience

• Experience managing global teams and working cross functionally

• Strong leadership skills

• Proficiency in MS Office and Google Workspace

• Experience with CRM tools

• Ability to conduct data analysis to drive business decisions

• Experience in mobile gaming desired

• Excellent verbal and written communication skills

• Adaptability to dynamic environments

• Ability to work flexible hours and to use one's own initiative

• A degree is preferred

• Some travel may be required

The pay range for this position in Illinois at the start of employment is expected to be between $78,400 and $116,020 per year.

The pay range for this position in Toronto at the start of employment is expected to be between $75,700 and $112,060 per year.

However, base pay offered is based on market location, and may vary further depending on individualized factors for job candidates, such as job-related knowledge, skills, experience, and other objective business considerations. Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or equity awards and eligibility to participate in our 401(K) plan and Employee Stock Purchase Program. Regular, full-time employees are also eligible for a range of benefits at the Company, including: medical, dental, vision, and basic life insurance coverage; 14 paid holidays per calendar year; paid vacation time per calendar year (ranging from 15 to 25 days) or eligibility to participate in the Company’s discretionary time off program; up to 10 paid sick days per calendar year; paid parental and compassionate leave; wellbeing programs for mental health and other wellness support; family planning support through Maven; commuter benefits; and reimbursements for fitness-related expenses.