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Director of Customer Experience

1 month ago

New York, New York, United States 2K Full time
Job Title: Director, Customer Experience

At 2K, we're passionate about creating immersive gaming experiences that captivate and inspire our players. We're seeking a seasoned professional to lead our Customer Experience team, driving excellence in live support operations and ensuring a world-class experience for our players.

Responsibilities:
  • Lead live service channel performance globally, ensuring seamless support for our players.
  • Manage a global team overseeing forecasting, training, process, budgeting, and agent well-being.
  • Collaborate with vendors and BPOs to drive CX KPIs and improve the overall player experience.
  • Implement and ensure the success of multiple support strategies, contributing to the overall customer experience.
  • Continuously improve business outcomes across the team and the KPIs you're accountable for.
  • Facilitate change management for new processes and technology in a continually evolving environment.
  • Ensure ongoing operations for the day-to-day live support environment and all agent-based player interactions.
Requirements:
  • 10+ years of diverse experience in live channel support operations for the video game, entertainment, or technology industries.
  • 5+ years of direct management experience in a customer support role.
  • Strong financial acumen, excellent critical thinking skills, and commercial understanding with multi-million P&L accountability.
  • Experience utilizing outsource agent vendor partners alongside internal resources.
  • Proven ability to coordinate projects and drive results among various cultures and locations.
  • Understanding of advanced customer experience concepts.
  • Experience delivering a successful live-channel service program focusing on knowledge management principles.
  • Strong ability to analyze complex data, provide actionable insights, and run projects to improve business outcomes.
What We Offer:

We provide a comprehensive compensation package, including a competitive salary, bonus, and equity awards. Our benefits include medical, financial, and other perks to support your well-being and career growth.

At 2K, we're committed to creating a work environment that promotes equal opportunity, dignity, and respect. We welcome applications from all suitable candidates, regardless of age, disability, gender identity, sexual orientation, religion, belief, race, or any other protected category.