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flowplay llc

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Computer Vision Software Engineer, London

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Niantic's AR Mapping team seeks a Computer Vision Software Engineer to build 3D world maps for their real-world Metaverse.  Responsibilities include designing, developing, and maintaining production computer vision systems to enhance AR capabilities, collaborating with cross-functional teams to deliver solutions, optimizing system complexity and time, writing high-performance code, and working with the research team to innovate in AR. The role involves working on solutions that will be used by millions.  The ideal candidate will have a Master's degree (or equivalent) in a related field and experience in production code (C++), computer vision, and machine learning.  In-office work is required two days a week (Tuesdays and Thursdays).

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<div class="job__description body"><div>Niantic’s Augmented Reality (AR) Mapping team seeks a Computer Vision Software Engineer to help build the 3D world maps that are the foundation for Niantic’s real world Metaverse and push the frontiers of Computer Vision and Machine Learning.
We are building the VPS and visual maps that help develop AR experiences to “inspire people to explore the world together”.
We’re a highly collaborative and engaging team, working to help algorithms evolve from concept to production at scale, and this is your chance to join us in our journey to map the world. We are all passionate about innovation, so we’re looking for engineers who want to learn and ship products that will be used by millions of developers and users.
<h3>Responsibilities</h3>
<ul>
<li>Design, develop and maintain production computer vision systems that are used to improve Niantic’s AR capabilities for the delight of our users.</li>
<li>Collaborate multi-functionally with products, operations and other engineering teams to ship state-of-the art computer vision solutions to enable new AR experiences.</li>
<li>Optimize complexity and time of solutions to make the best use of current technologies in cloud and/or mobile.</li>
<li>Write high performance code, debug solutions to complex problems that span systems, prioritize tasks effectively, and efficiently to meet agreed timelines.</li>
<li>Work with Niantic’s research team to invent, evaluate and help productionise solutions to push the boundaries of what can be done today in AR.</li>
<li>Collaborate with cross-functional team members and stakeholders, including regular and reliable attendance and participation in meetings.</li>
<li>Required in-office 2 days on Tuesday and Thursday.</li>
</ul>
<h3>Qualifications</h3>
<ul>
<li>Master-level qualification in Computer Science, Electrical Engineering, or a related field, or equivalent practical experience.</li>
<li>Experience writing production code in C++.</li>
<li>Solid understanding of computer vision, machine learning or similar concepts.</li>
<li>Ability to work in a fast-paced hybrid environment and handle stress appropriately and/or ability to solve practical problems and be sufficiently adaptable to handle dynamic situations with little advance notice.&nbsp;</li>
<li>Experience working on cross-functional teams with ability to communicate effectively through written and verbal communications, including asynchronous interactions with others.</li>
</ul>
<h3>Plus If…</h3>
<ul>
<li>PhD-level qualification in Computer Science, Electrical Engineering, mathematics, or a related field, or equivalent practical experience.</li>
<li>Demonstrated ability developing algorithms for image processing, computer vision or similar endeavors.</li>
<li>Experience implementing, hardening or optimizing 3d gaussian splatting, dense depth computation, multi-view reconstruction or other problems in 3D computer vision.</li>
</ul>
The total compensation package for this position includes a new hire offer base salary range of £87,300.00-£126,000.00 + bonus + equity + benefits.
Individual pay within this salary range is determined by work location and additional factors, including assessed job-related skills, experience, and relevant education or training. Your recruiter can answer any questions about new hire total compensation during the hiring process. An overview of benefit offerings for your location can be found on the careers page.
<h3>Join the Niantic team!</h3>
Niantic's global-scale augmented reality platform and digital map powers spatial computing experiences in the real world. Incubated out of the Maps team at Google, Niantic first created Ingress and then Pokémon GO, a cultural phenomenon and hit game played by tens of millions of people each month. Niantic’s Lightship platform, which powers Pokémon GO, also supports the company's other games including Pikmin Bloom, Peridot and Monster Hunter Now. Developers use Niantic’s platform to build their own AR applications and experiences, either with the Lightship Platform or directly through the web with 8th Wall.
We believe that cultivating a workplace where our people are supported and included is essential to creating great products our community will love. Our mission emphasizes seeking and hiring diverse voices, including those who are traditionally underrepresented in the technology industry, and we consider this to be one of the most important values we hold close.
Niantic is a hybrid first company. We believe that in person interaction and collaboration fosters creativity, a sense of community, and is critical to our future success as a company. Our hybrid work schedules allow for a mix of remote and in-office work.
We're a hard-working, fun, and exciting group who value intellectual curiosity and a passion for problem-solving! We have growing offices located in San Francisco, Sunnyvale, Palo Alto, Bellevue, Kansas, London, Tokyo, Hamburg, Hyderabad, and Zurich. #LI-HYBRID</div></div>

Lead customer service operations for social casino & new Real Money Gaming product. Build & manage 24/7 remote call center. 10+ years experience in high-volume call centers, proven leadership in customer service.

<div class="description">The Director of Customer Experience at FlowPlay is a leadership position responsible for overseeing all aspects of customer service operations across our social casino platforms and our new Real Money Gaming (RMG) online casino product. This role requires exceptional leadership skills, strategic vision, and the ability to build and manage large-scale customer service operations. The Director will lead the development and implementation of a 24/7, 365 remote call center, ensuring seamless customer support for our expanding product lines. This position plays a crucial role in shaping the overall customer experience strategy, driving customer satisfaction, and supporting business growth.
This role is a hybrid one based in our downtown Seattle office, and office-based staff are expected to work in-office on Monday and Wednesday, and remotely on other days. 
Key Responsibilities
<ul><li>Oversee and provide strategic direction for all customer service operations, including social casino platforms and our upcoming Real Money Gaming online casino product</li><li>Develop and implement the strategy for building and managing a 24/7 remote call center to support an RMG product</li><li>Lead the hiring process for new customer service roles, including developing job descriptions, conducting interviews, and making final hiring decisions</li><li>Manage and mentor the Manager of Customer Experience on the Social Casino side, and hire and manage two supervisors on the RMG side</li><li>Develop and implement customer service policies, procedures, training and best practices for both social casino and Real Money Gaming products</li><li>Collaborate with Leadership team members and other department heads to align customer service strategies with overall business objectives and to resolve customer issues</li><li>Analyze customer service metrics and feedback to drive continuous improvement in service quality and operational efficiency</li><li>Manage customer service budgets, resource allocation, and workforce planning across all product lines</li><li>Stay informed about industry trends, regulations (particularly in Real Money Gaming), and innovations in customer experience management</li><li>Identify problem gambling signs and assist customers with providing information to get them assistance.</li><li>Ensure compliance with all relevant regulations and responsible gaming practices in customer service operations</li><li>Drive the adoption and optimization of customer service technologies and tools</li><li>Manage vendor relationships related to customer service operations, identifying customer and team needs and recommending solutions </li></ul>
Performance Expectations
<ul><li>Successfully build and launch the 24/7 remote call center for our new Real Money Gaming product</li><li>Provide the required daily, weekly, monthly, and annual reports for regulated markets. </li><li>Consistently improve customer satisfaction scores and player retention rates across all products</li><li>Meet or exceed targets for customer service KPIs (e.g., response times, resolution rates, CSAT scores)</li><li>Successfully lead and develop the Customer Experience team, improving skills and performance at all levels</li><li>Demonstrate innovative approaches to player engagement and community building</li><li>Effectively manage resources to balance quality service with operational efficiency</li><li>Ensure seamless integration of customer service operations between social casino and Real Money Gaming products</li></ul>
Required Skills and Competencies
Technical skills
<ul><li>Advanced proficiency in customer service management systems and technologies, such as ZenDesk.</li><li>Strong analytical skills with the ability to interpret complex data and metrics</li><li>Understanding of online gaming platforms, including both social casino and Real Money Gaming dynamics</li></ul>
Soft skills
<ul><li>Exceptional leadership and team management abilities, including experience with remote team management</li><li>Strategic thinking and ability to align customer service operations with business objectives</li><li>Outstanding communication skills, both written and verbal</li><li>Strong problem-solving and decision-making skills</li><li>Ability to manage multiple high-priority initiatives in a fast-paced environment</li><li>Customer-centric mindset with a focus on creating positive player experiences</li><li>Change management skills and ability to lead teams through periods of growth and transition</li></ul>
Additional skills (preferred but not required)
<ul><li>Knowledge of responsible gaming practices and their implementation in customer service</li><li>Familiarity with community management strategies in online gaming environments</li></ul>
Other Requirements
<ul><li>Minimum of 10 years of experience in customer service in a high-volume, fast-paced call center, with at least 5 years in a leadership role</li><li>Proven track record of leading and developing large customer service teams</li><li>Experience in the gaming industry, particularly with social casino and/or Real Money Gaming products</li><li>Ability to successfully complete a background check, drug screen, and obtain a gaming license in jurisdictions where the business deems necessary.</li><li>Strong understanding of player motivations and behaviors in online gaming environments</li><li>Able to handle complaints and difficult situations in a calm and patient manner.</li><li>Must be available at times to work nights, holidays and weekends, in order to connect with and provide support to all shifts, including occasional backup support.</li><li>Willingness to travel as needed for remote team management and industry events</li></ul>
Join the FlowPlay team!
At FlowPlay, we pride ourselves on being a company that we all love working for. We are regularly featured among the 20 best places to work in Seattle (according to Seattle Business Magazine), and our average tenure in the company is almost 8 years. Despite delivering large and successful games with global reach, we have a small team culture where each colleague’s impact can be felt. In surveys, our employees report high satisfaction rates, and say that they enjoy getting to know and work with each other and value working on games that bring people joy. 
We offer:
<ul><li>Fully-paid medical (PPO or HSA), dental, and vision plans</li><li>A hybrid work culture with two in-office days per week</li><li>Catered meals</li><li>A fully stocked pantry of snacks and drinks</li><li>Fun social gatherings</li><li>A 401k plan with company matching </li><li>Long-term disability</li><li>Life insurance</li><li>FSA plan for Medical and Dependent Care</li></ul>
Compensation includes a base salary of $110,000-130,000 + bonus + equity. 
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