Global Head of Community – Player Support

Title: Global Head of Community – Player Support

Location: Remote, can be based anywhere North America

Contract: Permanent

PTW International is looking for a department head for its Community Management division. You’ll be growing and expanding the vision, strategy, and operating processes to support our global client base, as well as internal projects. We work with some of the biggest names in the games industry and you’ll have the opportunity to shape, influence and support how players interact with many well-known games around the world.

In this role, you will be responsible for helping to create, implement and optimize our community and social media practices, according to our client’s needs. You will manage, grow and mentor a global team of Community Managers, Social Media Managers and Moderation teams across a wide range of game and genres.

You will be a passionate and tech savvy leader with a strong understanding and knowledge of the role communities play in gaming.  We’re looking for someone who has deep experience in managing teams and communities on a global scale to help build upon our existing service offering.

 

Job responsibilities

 

Strategy

  • Accountable for the design and implementation of successful community teams, strategies and practices to support client’s game needs and requirements
  • Establish, implement, and track common KPIs to measure progression, evaluate ROI & establish internal benchmarks
  • Collaborating with PTW Community department, proactively identify and propose innovative solutions, projects, and opportunities to set client’s games apart and deliver great player experiences (e.g. contests, community collaborations, platform collaborations etc.)
  • Support Sales and Marketing by providing input and feedback on proposals

Community Management

  • Develop Centre of Excellence for community management including technologies, processes, policies, tools and techniques to create engaging communities
  • Lead, coach, and mentor Community Managers and establish best practices for developing best-in-class gaming communities
  • Help establish content creation processes and plans to support client games needs
  • Track & analyze community and content performance KPIs – draft & present reports on a regular basis.
  • Craft and coordinate moderation best practices in collaboration with Community Managers
  • Conduct benchmarking and assessments
  • Assist in creating compelling case studies to support Sales and Marketing around successes and best practices
  • An interest/commitment to online safety for player communities is a plus.
  • An understanding and interest in AI/automation elements for community management, like Discord bots are a plus.

Management

  • Managing multiple teams of up to 10-15 direct reports
  • Executive and C-Suite level stakeholder relationship management
  • B2B client relationship management and account management experience
  • Delivering performance reports and updates to support business reviews
  • Contributing to strategic planning process
  • Mentor, coach and support department and team needs; building annual KPIs for departmental growth and success.

Requirements

  • 5-8 years Community Manager experience within the gaming industry, with understanding of regional markets, trends and dynamics.
  • 3+ years managing, mentoring andcoaching people.
  • Understanding of game genres and associated player personas.
  • Understanding and knowledge of community and social channel analytics, sentiments trends and able to build top-quality reports
  • Measurable success record in establishing and growing communities.
  • Experience working in Outsourcing/BPO industry is a plus.
  • Experience building business/client proposals, scopes and presentations
  • Strong presenting and speaking skillsets and capabilities
  • Strong awareness/knowledge and application of social media and  digital marketing technologies.
  • Ability to work in a fast-paced & international environment.
  • Collaborative, team-focused and community-first mindset
  • Fluent in English, both written and spoken.

Benefits

  • Competitive basic salary
  • Medica, Dental, Vision, 401k
  • Dynamic and entrepreneurial culture
  • You get to work with the latest technologies
  • You will be working for one of the worlds leading providers of specialist services to the games industry.

Who we are

PTW is a video games services company which supports video game developers and publishers through outsourced production services. We started 25 years ago and since then, have grown exponentially year-on-year to where we are today. Our history is in gaming, and we are gamers at heart. In our time within the games industry, we have worked on over 1500 titles across all genres and all platforms, including 8 out of the past 10 Game-Of-The-Year-winning titles.

We have grown rapidly over the past few years and now have 35 sites spanning the globe. The PTW umbrella of companies includes SIDE and Orange Rock. SIDE works at the cutting edge of interactive media as a provider of audio services for the global entertainment market. Orange Rock is our in-house game and product development studio.

Welcome to PTW