Director, Player Support Experience
Core
Define and lead the long-term strategy for end-to-end player support experiences, integrating product thinking, service design, AI, automation, and human-assisted support to create seamless, scalable journeys.
Role type
Director, Player Support Experience (Strategy & Organization Leadership)
Builds
Digital-first player support model, self-service platforms, AI-enabled experiences, and global support operations
Domain
Gaming / Customer Experience / Service Design
Deliverable
product features
Required skills
Long-term experience strategy, end-to-end experience design, multidisciplinary team leadership, cross-functional initiative leadership, systems thinking, player research and analytics, AI and automation strategy
Preferred skills
Gaming industry experience, AI-enabled experience design, customer support technology expertise, global organization leadership
Technologies
CRM platforms, contact center technologies, journey orchestration, analytics tools
Responsibilities
Define and lead the long-term Player Support experience strategy; Own the end-to-end experience for core player support journeys; Build and lead a multidisciplinary Support Experience organization; Establish experience goals, metrics, and operating rhythms; Partner with Player Support Technology to shape product direction; Partner with Global Operations to design scalable experiences; Use player research and analytics to prioritize investments; Develop and test new approaches including AI and automation; Hire, lead, and develop a high-performing team; Serve as a core member of the Player Support leadership team
Seniority
Director, strategic leadership with hands-on execution
