Director of Customer Operations

MyPrize

5d•Hybrid

About The Position

MyPrize is the fastest growing free-to-play social gaming and social markets platform in the world, redefining how people play, watch, and connect with one another and with gaming and markets online. Pioneering multiplayer experiences where users can join forces with creators, streamers, and friends, MyPrize provides a platform built for shared moments and massive communities. MyPrize transcends boundaries, giving players and fans what they have been desperately craving: an all-in-one platform that combines the best of online gaming, live streaming, and social markets, powered by MyPrize's proprietary AI personalization engine. With SOC-2 Type 1 certification, MyPrize maintains institutional-grade security while building the future of online entertainment. We're seeking a Sr. Director of Customer Operations to lead our rapidly growing CX and VIP teams. This is an exciting opportunity to join a fast-growing team where you will be focused on building the operational foundation that powers our customer operations machine and drives measurable growth. As the Director of Customer Operations at MyPrize, you'll own the entire customer-facing operations area, build and enhance the MyPrize CX operating playbook, and partner with MyPrize’s Product, Engineering, and Marketing teams to enhance efficiency. You’ll build out end-to-end processes for customer operations to optimize the day-to-day running of customer experience across the 24/7 MyPrize ecosystem with a global team, to ensure coverage across all geographies and time zones. You'll play a central role in evolving MyPrize's customer operations function, from team operational management to performance reporting and accountability, helping us scale what's working and optimize what's next.

Requirements

5-7 years experience building and leading customer and VIP operations, ideally at high-growth consumer, gaming, or SaaS companies.
Strong operational instincts to enhance and streamline the customer experience, prevent bottlenecks at every layer of the user experience, and prioritize velocity vs. perfection where appropriate.
Clear and effective communicator with excellent project management skills and ability to coordinate across multiple teams and stakeholders.
Comfortable with data analysis. You know what metrics matter, how to build meaningful reports, and when insights should drive action. SQL knowledge is a plus.
A systems driven mindset. You thrive on creating processes, managing complex calendars and operating workflows, and ensuring nothing falls through the cracks in a fast-paced environment.
Proven track record of managing customer operations teams with measurable impact on performance and team efficiency.
Strong attention to detail with ability to manage multiple concurrent workstreams and deadlines without compromising quality.

Nice To Haves

Experience in gaming, streaming, or social casino industries.
Background with high growth consumer technology scaling customer experience, VIP, customer success, and/or account management teams.
Familiarity with customer service platforms and CRMs including ZenDesk.

Responsibilities

Lead Customer Operations: Build a strategy for leveling up MyPrize’s customer support processes for 24/7 global coverage across geographies and time zones. Create, manage, and optimize processes for handling tickets, responding to live chat messages, and triaging other customer communications.
SLA Excellence: Ensure elite SLA performance with a constantly elevated standard for customer experience across all user types from net new to VIP.
Enhance User Triage: Manage and improve processes for around-the-clock coverage related to suspended user triage and fast reactivation for VIP players.
Coordinate with Compliance: Excel in Compliance coordination where it touches customer communications and flows.
Product Change Management: Manage and implement processes to drive strong product change communications, outage communications, and incident follow-up.
Global Chat & Community Focus: Strategize and build out strong systems to manage moderation and participation in MyPrize’s global chat and community, handle community initiatives, and manage feedback on other platforms including App Store and Trust Pilot.
Maintain & Scale Help Center: Own all content on the MyPrize Help Center, including drafting new content, as well as enhancing and maintaining existing content with accuracy, freshness, and an authentic company voice.
Training & Quality: Build out a training and quality control program to ensure all Customer Experience agents understand the product and speak with the right voice, reducing escalations and building trust with MyPrize users.