Global Operation Manager, Player Experience

Niantic inspires people to explore the world together, and the Player Experience Team is by their side at every stage of their journey.

The Player Experience Team is focused on providing high-quality service and quick issue resolution to Niantic players, in addition to maximising data and customer insights to drive improvements and optimizations to the player experience. On this team, you will work closely with global operations, Tokyo studio, and cross-functional team leads on shared goals.

Responsibilities

• Proactively share player insights with product, marketing, and other teams to ensure to player experience is a core consideration across all functions.
• Apply player feedback analytics to champion player needs and drive actionable insights for feature development and roadmap adjustments. Prioritize bug resolutions to ensure smooth player experience.
• Lead the implementation and continuous refinement of global PX standards, driving a consistent and exceptional player experience across all regions.
• Develop a comprehensive content strategy and create engaging self-service resources that empower players and improve their overall experience. Implement strategies to connect players via game forum to foster a thriving digital support community.
• Report regularly on support outcomes, and advocate for players by ensuring their feedback and insights are shared with internal partners.
• Collaborate with the global Player Experience team to drive the programmatic improvements and champion the best practices.
• Continuously identify and implement improvements to support tools configurations and workflows for increased efficiency and effectiveness.
• Serve as a subject matter expert in support tools, configuring ticketing systems and forums to align with organizational strategy and industry standards.
• Foster strong communication channels with internal teams and external partners, ensuring timely information sharing and effective collaboration.
• Facilitate resolutions and collaboration by providing clear and concise reporting on critical information and insights.
• Attend live events and prepare resources for onsite support of players. Proactively identify and resolve potential logistical and technical challenges for live events and in-game activities. Collaborate with vendors and on-site teams to ensure smooth event delivery. Player Experience support to Niantic's other game events as needed.
• Collaborate with cross-functional team members and stakeholders, including regular and reliable attendance and participation in meetings.
• Required in-office 3 days on Tuesday, Wednesday, and Thursday.

Qualifications

• BA/BS degree and 8+ years experience in scaling and enhancing player experience or operational programs for a global digital product.
• Excellent written and verbal communication in both Japanese and English. Fluency in additional languages is a plus.
• Ability to work in a fast-paced hybrid environment and handle stress appropriately and/or ability to solve practical problems and be sufficiently adaptable to handle dynamic situations with little advance notice.
• Experience working on cross-functional teams with ability to communicate effectively through written and verbal communications, including asynchronous interactions with others.
• A genuine passion for improving player experiences and a strong sense of ownership and initiative.
• A strong belief in Niantic's mission and a passion for its products.

Join the Niantic team!

Niantic's global-scale augmented reality platform and digital map powers spatial computing experiences in the real world. Incubated out of the Maps team at Google, Niantic first created Ingress and then Pokémon GO, a cultural phenomenon and hit game played by tens of millions of people each month. Niantic’s Lightship platform, which powers Pokémon GO, also supports the company's other games including Pikmin Bloom, Peridot and Monster Hunter Now. Developers use Niantic’s platform to build their own AR applications and experiences, either with the Lightship Platform or directly through the web with 8th Wall.

We believe that cultivating a workplace where our people are supported and included is essential to creating great products our community will love. Our mission emphasizes seeking and hiring diverse voices, including those who are traditionally underrepresented in the technology industry, and we consider this to be one of the most important values we hold close.

Niantic is a hybrid first company. We believe that in person interaction and collaboration fosters creativity, a sense of community, and is critical to our future success as a company. Our hybrid work schedules allow for a mix of remote and in-office work.

We're a hard-working, fun, and exciting group who value intellectual curiosity and a passion for problem-solving! We have growing offices located in San Francisco, Sunnyvale, Palo Alto, Bellevue, Kansas, London, Tokyo, Hamburg, Hyderabad, and Zurich. #LI-HYBRID