Remote Managed Services Lead - Community & Player Ops

Pragma; United States; Remote; USD 34,000 - 62,000; Part time

Job summary

Pragma is building a managed services offering around FirstLook, seeking a leader for community operations across studios. You’ll run playtests, manage player communications, and oversee Discord communities, embedding with customer success and sales teams.

Initially part-time (up to 20 hours/week) with a path to full-time as the program grows, you’ll design packages, templates, and playbooks scalable to studios of all sizes, and help recruit moderators while coordinating with product and studio

Qualifications

• 4+ years in community management or live operations at a game studio or publisher.
• Hands-on experience running playtests or betas, including recruitment and feedback collection.
• Experience building and moderating large Discord communities and training moderation teams.
• Ability to interpret funnel metrics and improve results.
• Strong written communication and ability to manage several studios.

Responsibilities

• Run FirstLook and player operations for studios.
• Plan and run playtests end to end, including flows, surveys, NDAs, invite waves, player comms, and follow-up.
• Write and schedule player communications, track conversion at each step, and adjust to improve results.
• Coordinate player recruitment with our team, using both our player network and paid campaigns.
• Set up or restructure Discord servers, including roles, permissions, bots, onboarding, and guidelines.
• Write moderation policies, escalation processes, and handbooks, and recruit, train, and support moderators.
• Handle player reports and community issues, and coach developers on how to engage with their players.
• Help studios handle toxicity, difficult player conversations, and crisis moments, from drafting a quick Discord post to working with leadership on a decision and next steps.
• Help studios launch and run creator programs with FirstLook’s creator tools, including onboarding, outreach, and communications.
• Design service packages for different studio sizes, from self-serve templates to fully embedded support.
• Track time and outcomes for each engagement so we can price, staff, and scale the offering.
• Work with sales on scoping and pitching managed services, and with the CSMs who own each studio relationship.
• Bring product feedback from hands-on use to our Product team, including tools that would help us serve many studios at once.

Skills

Community management

Playtesting

Data analysis

Written communication

Organization

Calm under pressure

Tools

Discord

FirstLook

Job description

Pragma is building a managed services offering around FirstLook, seeking a leader for community operations across studios. You’ll run playtests, manage player communications, and oversee Discord communities, embedding with customer success and sales teams.

Initially part-time (up to 20 hours/week) with a path to full-time as the program grows, you’ll design packages, templates, and playbooks scalable to studios of all sizes, and help recruit moderators while coordinating with product and studio