About the Role
Side is a global video game development and services provider, offering technical and creative solutions to many of the largest developers and studios around the world. Founded in 2009 and drawing on 30+ years' experience from our parent company in Japan, we have since grown to become a global force with multiple studios across various countries.
Our industry-leading services include game development, art production, audio production, quality assurance, localization, player support, community management, and datasets.
The Community Operations Manager Role
We are looking for a hands-on Community Operations Manager to lead our support and engagement services for DUBS. This role is pivotal in scaling our community presence, driving initiatives that foster participation and retention, and overseeing a high-performing team of community moderators and support agents.
* Manage and scale a team of community moderators and support agents, ensuring excellent service across all shifts and channels.
* Design and execute programs that enhance user participation, satisfaction, and long-term retention.
* Mentor and guide your team, fostering a performance-driven and accountable culture.
* Build and nurture relationships with VIP community members, creators, and influencers.
* Partner closely with Product, Marketing, and Publishing to align community strategies with broader company objectives.
* Oversight of in-app lobbies, chat channels, and app store reviews to ensure positive user interactions.
* Gather and analyze user feedback and KPIs, surfacing actionable insights for internal stakeholders to improve user experience and operations.
This role requires strong leadership skills, including experience managing teams in community moderation and player support, as well as expertise in live service operations, escalation flows, and real-time responsiveness. Additionally, this individual should have a deep understanding of gaming and social mobile apps, including iOS and Android troubleshooting, and be able to communicate effectively with cross-functional teams.