Player Support Operations Manager_Announced Project

We are looking for a Player Support Operations Manager to join a soon-to-be-announced mobile game in Barcelona. At Scopely, we care deeply about what we do and want to inspire play every day - whether in our work environments alongside our talented colleagues or through our deep connections with our communities of players. We are a global team of game lovers who are developing, publishing and innovating the mobile games industry, connecting millions of people around the world daily. What Will You Do: In this role, you will lead customer support for our game as it launches, and be the first to handle a wide variety of operational and communication tasks on a live game. You’ll work closely with the game team to define and keep requirements for support tools, and your mission will be to empower our support partners with the knowledge, tools, and insights they need to deliver exceptional service to our players, while keeping communication seamless between game team and central operations. Your key responsibilities will include: Act as the vital link between BPO team, game team, and central support. Ensure alignment on ongoing initiatives, updates, and operational priorities. Generate requirements and work with the game team to build player support tools and processes for the game’s launch, and partner with the team to expand the support toolset over time. Help define, evolve and maintain support processes, documentation, and workflows to reflect the latest game updates, tool changes, and policies. Coordinate with Product and Operations teams to ensure updates or new features are properly communicated to support agents and reflected in documentation. Support the escalation of complex cases (e.g., billing, gameplay, or account issues), ensuring proper follow-up and timely resolution. Collaborate with the Tech Manager to identify recurring issues that can be automated through CRM workflows or AI optimization. Gather feedback from tickets and player interactions to share with Product, helping to inform product decisions and improve player experience. Collect and analyze operational data (TTR, CSAT, backlog trends) to highlight opportunities for improvement. Monitor vendor adherence to KPIs and identify process inefficiencies. What We’re Looking For: The ideal candidate will have: Relevant experience in customer support operations, project coordination, or vendor management (preferably in the gaming industry). Experience collaborating with Product and Engineering teams to improve tools and workflows Analytical mindset - tracks performance metrics and identify trends or inefficiencies Highly organized, detail-oriented, and proactive in solving operational challenges. Strong communication and interpersonal skills, capable of managing multiple stakeholders. Knowledge of CRMs (e.g., Helpshift) and productivity tools (e.g., Confluence, Excel, or Looker). Comfortable working in a fast-paced, international environment. Passion for gaming and improving the player journey through excellent support. Fluency in English (both written and spoken). Prior exposure to BPO coordination or multi-vendor environments. Experience with automation tools, knowledge management systems, or analytics dashboards (nice to have). Knowledge of Social Support techniques, operations, and KPIs with agent support. About Scopely Scopely is a leading video game and global interactive entertainment company, home to many of the world’s most beloved and enduring experiences, including two of the most successful mobile games of all-time “MONOPOLY GO!” and “Pokémon GO,” along with “Stumble Guys,” “Star Trek™ Fleet Command,” “MARVEL Strike Force,” “WWE Champions,” the Scrabble® franchise, “Yahtzee® With Buddies,” and many others. Across mobile, web, PC, and console, Scopely creates, develops, publishes, and live-operates one of the most diversified and award-winning portfolios in the games industry — bringing hundreds of millions of players together through a shared love of play. Founded in 2011, Scopely is powered by its exceptional team — including thousands of world-class gamemakers around the globe, a distinctive tenet-driven culture, and its proprietary technology platform, Playgami. Together, these strengths have fueled Scopely’s position as the #1 mobile games company in the U.S. and #2 globally, generating more than $10 billion in lifetime revenue. Whether building global sensations like “MONOPOLY GO!” from the ground up, or expanding through strategic acquisitions, including the FoxNext, GSN, and Niantic games businesses — Scopely consistently delivers experiences players love today and return to for years to come. Recognized multiple times as one of the "100 Most Influential Companies in the World" by TIME magazine and one of Fast Company's "World's Most Innovative Companies" and “Best Workplaces for Innovators,” Scopely believes that video games can be a force for good — creating meaningful connections, vibrant communities, and making life better through play. Scopely has global operations and partners across four continents in more than a dozen countries worldwide. For more information, visit: https://www.scopely.com/. Notice to Candidates: Scopely will never request payment or financial information during the application or hiring process. Please apply only through our official website and verify that all Talent Partner communications come from an email address ending in @scopely.com. Should you have any questions or encounter any fraudulent requests/emails/websites, please immediately contact recruiting@scopely.com. Our job applicant privacy policies are available here: California Privacy Notice and EEA/UK Privacy Notice. Employment at Scopely is based solely on a person's merit and qualifications. Scopely does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law. We also consider qualified applicants with arrest or conviction records, consistent with applicable federal, state and local law.