PS Producer II

TalentoHC; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company is seeking a Player Support Producer II, Trust & Safety, who will manage the Trust & Safety product roadmap and enhance the player support experience. This remote position involves collaborating with various teams and requires strong project management and problem-solving skills.

Qualifications

• 3+ years of professional experience required.
• 1+ years in Trust & Safety or related field preferred.
• Experience in project management methodologies like Agile, Scrum, Waterfall.

Responsibilities

• Manage relationships with internal teams and stakeholders.
• Involve in product design decisions to mitigate player pain.
• Coordinate resources and monitor schedules for timely support delivery.

Skills

Project Management

Critical Thinking

Creative Problem Solving

Customer Service

SQL

Job description

Player Support Producer II
Remote
12 month contract

PS Producer II, Trust & Safety

Player Support at Company strives to shatter the service expectations of players worldwide, providing millions of players with high-quality support that echoes Company's values in every experience we provide. As a Player Support Producer II, Trust & Safety, you will be the ingestion point for the Trust & Safety product roadmap, determining how these products and services will reach players, while also ensuring operational readiness and safety by design. You will be responsible for the launch success and continuous improvement of the Trust & Safety support experience for your products.

Responsibilities:
• Represent Trust & Safety, and the wider Player Support org, to internal teams at Company, including Operations, Product, Technology, Publishing, etc and manage both internal customer and partner relationships, including game teams and other internal teams developing Trust & Safety features
• Be involved in early product design decisions to ensure effective mitigation of player pain, have tangible impact on product schedules, cost, and quality outcomes for both Trust & Safety products
• Utilize Trust & Safety/content moderation experience to consult with product teams and external stakeholders on the player impact of their work based on historical data and expertise
• Improve our players' experiences with Trust & Safety services across our games and around the world
• Coordinate resources; create, implement and monitor schedules to ensure that support components are created and delivered on-time and within established resource constraints
• When services degrade, escalate to the appropriate team(s) as needed and help to coordinate a solution.

Required Qualifications:
• 3+ years of professional experience,
• 1+ years in Trust & Safety, additional experience a plus
• 1+ years in a Project Management, Product or Technical Product Role
• Demonstrated record of critical thinking and creative problem solving to address complex, multi-disciplinary challenges

Desired Qualifications:
• A background in Player Support/Customer Service and/or Gaming
• Experience with SQL / Root Cause Analysis
• Experience with project management (Agile, Scrum, Waterfall, etc.)
• Proven track record of creating quality products, with the ability to identify flaws and inefficiencies in the design, experience, and behavioral outcomes
• Experience guiding the full product development process: creation, design, execution, quality testing, etc.
• Experience with data-informed feature/service design and decisions, translating UX testing and feedback into new features
• Experience with and knowledge of customer support principles, methodologies, and tools and/or identifying, managing, and implementing operational improvement initiatives

Pay Rate: $54.97 - 67.90