Player Experience Manager

Hasbro • Renton, WA

4d

About The Position

Function as the primary internal advocate for players, voicing their concerns, requirements, and challenges in every conversation, decision, and partner concern. Ensure the player's viewpoint remains central in addressing issues and guiding future product improvements. Define and refine paths for addressing blocking issues, ownership roles, and SLAs with the goal of reducing friction for players and elevating the quality of support interactions. Act as the point of contact for issues between Player Experience (PX), Customer Support, Community, Marketing, Product, QA, and Engineering. Coordinate actions to minimize player discomfort and improve satisfaction. Ensure proactive communication and visible resolution to build and maintain player trust. Collaborate with production, operations, and publishing teams to make changes that improve the overall player experience. Provide clear and actionable reports on blocking issue trends, resolution timelines, and player impact to inform leadership and guide ongoing improvement efforts.

Requirements

• 5-7 years of experience in player support, customer experience, community operations or live service operations within the video game industry
• 2+ years in a lead, senior or escalation management role overseeing issue resolution or cross-functional coordination
• Familiarity with support and workflow tools such as Zendesk, Jira, Confluence, Sprinklr, Discord or equivalent
• Bachelor's degree or equivalent experience
• Demonstrated passion for player advocacy and consumer-first thinking
• Strong cross-functional communication and collaborator coordination skills
• Experience designing and completing support workflows or escalation playbooks
• Comfort in fast-paced, highly collaborative, and distributed environments

Responsibilities

• Function as the primary internal advocate for players
• Define and refine paths for addressing blocking issues, ownership roles, and SLAs
• Act as the point of contact for issues between Player Experience (PX), Customer Support, Community, Marketing, Product, QA, and Engineering
• Coordinate actions to minimize player discomfort and improve satisfaction
• Ensure proactive communication and visible resolution to build and maintain player trust
• Collaborate with production, operations, and publishing teams to make changes that improve the overall player experience
• Provide clear and actionable reports on blocking issue trends, resolution timelines, and player impact to inform leadership and guide ongoing improvement efforts

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level