Program Manager, Games Player Experience

Welcome to Amazon Games Bucharest! Joining the ranks of the existing development teams in Orange County, Montreal, San Diego and Seattle, we’re excited to expand Amazon Games’ commitment to creating and publishing incredible games, and we’re on the lookout for talented folks to join us as we grow.

We are looking for an experienced Program Manager to join our team. This is an opportunity for you to develop a deep understanding and critical thinking around the impact of trust issues to the Amazon brand. This role will allow you to work frequently with various game development teams, marketing teams, and leadership. This role will develop skills in operational execution, program management, and technical fluency.

You must be passionate about innovation, the customer experience, and leveraging cross-team partnerships to deliver positive and impactful results.

Key job responsibilities
• Be the subject matter expert on the front end and back of your assigned games.
• Be the liaison between various internal technical, business, and development teams to drive both proactive and reactive mass customer experiences solutions.
• Support global cross-team coordination, project management, and be able to swiftly prioritize and multi task based on severity level and strong business judgement.
• Identify and investigate data to isolate issues, develop solutions, and prioritize opportunities for servicing internal partner teams.
• Have a passion for continuously improving the customer experience.
• Be a creative problem solver who always thinks critically about next steps.
• Possess flexibility and have a track record of delivering results in a fast-paced and highly ambiguous work environment.

A day in the life
A typical day for this role to support one or more games responsible for identifying driving and tracking initiatives that improve both the internal and external Amazon Games customer experience. As part of a distributed group of program managers, you will measure results against quality and efficiency metrics. You must be passionate about diving into business problems, tools, workflows, and inter-dependencies to truly understand every aspect of the problem before building a path for solution, while mitigating risks.

This role works closely with the Player Trust and Moderation team to properly access and route customer facing concerns that carry a potential risk to the Amazon brand and player safety. It is a key point of contact for relevant teams and support them on properly assessing risks and determining next steps on related escalation, facilitating execution and proper customer resolution by partner teams.

This position is office-based, with the flexibility to work remotely up to two days per week in line with Amazon’s current flexible work guidance. Amazon encourages open communication about unique needs for flexible arrangements.

About the team
At Amazon Games, our ambition is to create bold new experiences that foster community in and around our games. Our team of game industry veterans is developing and publishing live service AAA multiplayer games and developing original IPs, including New World, with our studios and teams in Seattle, Orange County, San Diego, and Montreal. Amazon Games also publishes best-in-class games working closely with our partners, leading with Lost Ark from Smilegate RPG, Throne and Liberty from NCSOFT, Blue Protocol from Bandai Namco Online as well as the next major entry in the Tomb Raider series from Crystal Dynamics.

Amazon Games player experience team acts as the centralized customer experience bar raisers between internal Customer Service, outsourced Customers Service, Game Development, Business teams and Amazon’s customers.

Basic Qualifications

- Experience in Games Industry (supporting title Development, Release, or Live Ops)
- Experience in program or project management
- Experience working cross functionally with tech and non-tech teams
- Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications

- Experience in driving end to end delivery, and communicating results to senior leadership
- Experience leading process improvements
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules

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