Pokémon Go Social Engagement, APAC Operations Manager

Niantic inspires people to explore the world together, and Player Experience 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 leveraging data and customer insights to drive improvements and optimizations to the player experience.

As the Social Engagement lead for APAC on the Player Experience team, you’ll play a critical role in shaping and strengthening the bond between players and Pokémon GO through improved service, engagement, and clarity in our social support and community spaces.

The candidate will work closely with Global operations, Tokyo Studio, and cross-functional team leads to develop and execute toward shared goals.

Responsibilities

Player Experience Leadership:

• Develop a comprehensive social and community strategy focused on rapid response, engagement, and empowerment for players while amplifying product and marketing efforts to improve their overall experience. Champion a thriving digital support community.
• Lead the implementation and continuous refinement of global PX standards, driving a consistent and exceptional player experience across all regions.
• Report regularly on outcomes, and advocate for players by ensuring their feedback and insights are shared with internal partners.
• Continuously learn and evolve while collaborating with the global PX team to drive the programmatic improvements and champion the best practices.

Game Expertise and Social Workforce Coordination:

• Coordinate with workforce vendors and oversee Social Workforce operations, ensuring agents are game experts who are empowered to provide service, support, and clarity to players across social and community spaces.
• Oversee coordinate, and report on app store engagement to monitor and improve app store ratings.
• Collaborate with marketing teams and product support leads to plan, write, edit, and publish user-facing support content on social media and in product forums.
• Proactively share player insights with product, marketing, and other teams to ensure 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.

Master support tools and systems:

• 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.
• Partner with external tooling providers to optimize social support engagement tooling configuration and implement industry and regional best practices.

Collaborate for Success:

• Develop 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, as well as, regular and reliable attendance and participation in meetings.

Live events support:

• Attend live events and prepare resources for social workforce and 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.
• Required in office 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.
• Validated ability to lead complex projects and collaborate with multiple partners under pressure, thriving in fast-paced, hybrid environments while adapting to challenges.
• A genuine passion for improving player experiences and a strong sense of ownership and initiative.
• In-depth knowledge and understanding of social media platforms (X, Reddit, Facebook, etc.) and product forums and how they can be used to achieve business goals.
• 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 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 Zürich. #LI-HYBRID

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