Head of Customer Operations
Australia / Asia / APAC / Hong Kong / Sydney / Singapore / South Korea / Tokyo
Go to Market – GTM | Technical Services /
Full Time Permanent /
Hybrid
About The Role 🤔
The Head of Customer Operations will strategically bring to life the user experience for all platform users and game players. In this role, you will own the end-to-end experience of users seeking support, and the ultimate resolution of those issues, where you will be constantly challenged to find solutions to problems which have not been encountered before. This will include creating strategy and implementing tooling, processes, analytics, and resolution paths.
At the core of the role, your goal is to build a seamless customer experience and help our product, engineering, and design teams prioritise the most important builds. This role will play a critical role in distilling and sharing the voice of the customer internally, helping to upgrade our approach to building products that help partners achieve their goals and players have great experiences.
As a senior leader, you will build, lead, and evolve a world-class technical function of highly skilled and diverse team members. You will inspire and develop your team in a rapidly scaling environment.
You’ll Be Empowered To 🎮
- Develop a world-class B2C (Platform products) and B2B2C (Game players) Customer strategy aimed at delivering a high-quality experience to all user groups.
- Bring your strategy to life by building OKRs, health metrics, and SLAs and using data to generate actionable insights for your team and cross-functional partners. You will continually refine resolution processes, ensuring the balance of cost & performance is optimised.
- Work with many cross-functional teams, including our Product, Engineering and Design teams, directly contributing to their strategies by surfacing insights and customer anecdotes to solve issues.
- Identify the data-led signal from the noise and craft rituals between PED and GTM teams, our Games team, and developer relations teams.
- Own the resolution of support interactions through your team and operating model, ensuring timely and effective solutions.
- Implement and maintain support tools, emerging technologies, service providers, processes and platforms to ensure consistent, high-quality support.
- Lead, mentor and inspire the Customer Operations team, fostering a culture of excellence, technical capability, customer obsession and innovation.
- Develop strategies to attract and retain top-tier talent for the variety of roles required and design the organisation as needs grow.
We'd Love You To Bring 🤝
- Minimum of 5 years in operational roles in world-class technology platforms. Bonus points if they are a deeply technical product or gaming-related.
- Experience building global, distributed teams.
- Exceptional communication, interpersonal and leadership skills, and demonstrated track record of surfacing, rallying behind and resolving customer issues.
- 3+ years working with executive-level stakeholders.
- Open to particularly strong consulting profiles looking for high ownership and impact between customers and products.
- Analytical mindset with strong problem-solving and project management ability.
- Detail-oriented with the ability to oversee multiple tasks and projects simultaneously.
- Experience in the gaming or technology industry, with exposure to blockchain technology being a significant plus.
- Interest in gaming, ideally playing games actively in their spare time.
