Director of Community - Unannounced Project

The role

You will define the vision, strategy, and execution for the game's global player experience across Community Management and Customer Support. You will build the Community and Customer Support function from the ground up for an unannounced project.

What you will do

• Define the long-term vision and strategy for Community Management and Customer Support
• Lead the global Community strategy through announcement, closed beta, soft launch, and worldwide launch
• Build and own a global player feedback loop
• Lead the community approach for major launches, updates, live moments, and player communications
• Own the global Customer Support strategy including ticket operations and service quality
• Define community health, engagement, sentiment, and feedback measures
• Build cross-functional partnerships across Marketing, Product, Development, Customer Support, and Analytics
• Build and lead the Community and Customer Support disciplines as the game scales

Required qualifications

• Extensive experience leading Community Management, Player Experience, Customer Support, or Live Operations for successful live-service games
• Proven success building Community or Customer Support functions from the ground up
• Demonstrated ability to balance strategic leadership with hands-on execution
• Experience managing agencies, outsourcing partners, regional contractors, or external service providers
• Proven ability to influence product strategy through player insights and community intelligence
• Deep understanding of live-service player expectations, community engagement, and customer support operations
• Excellent written and verbal communication skills
• Strong analytical mindset with experience using qualitative and quantitative data
• Comfortable operating in ambiguity and helping establish new functions
• Passion for creating exceptional player experiences
• Experience working effectively across multiple time zones and global development teams
• Experience defining community strategy across multiple stages of a product lifecycle

Nice to have

• Experience supporting mobile or free-to-play games and their communities
• Experience developing community programs across multiple regions, languages, platforms, or player segments
• Experience working on a major IP where partner alignment is key

Benefits

• equity
• bonuses
• healthcare benefits
• retirement benefits
• pet insurance
• paid holidays
• paid Scopely free days
• unlimited paid time off

About the company

Scopely is a global video game and interactive entertainment company that develops, publishes, and live-operates a diversified portfolio of games. The company is the #1 mobile games company in the U.S. and #2 globally.