Senior Player Support Manager

Senior Player Support Manager

Level Up Your Career with Zynga!

At Zynga, we bring people together through the power of play. As a global leader in interactive entertainment and a proud label of Take-Two Interactive, our games have been downloaded over 6 billion timesconnecting players in 175+ countries through fun, strategy, and a little friendly competition.

From thrilling casino spins to epic strategy battles, mind-bending puzzles, and social word challenges, our diverse game portfolio has something for everyone. Fan-favorites and latest hits include FarmVille, Words With Friends, Zynga Poker, Game of Thrones Slots Casino, Wizard of Oz Slots, Hit it Rich! Slots, Wonka Slots, Top Eleven, Toon Blast, Empires & Puzzles, Merge Dragons!, CSR Racing, Harry Potter : Puzzles & Spells, Match Factory, and Color Block Jamplus many more!

Founded in 2007 and headquartered in California, our teams span North America, Europe, and Asia, working together to craft unforgettable gaming experiences. Whether you're spinning, strategizing, matching, or competing, Zynga is where fun meets innovationand where you can take your career to the next level.

Join us and be part of the play!

Position Overview :

The Senior Player Support Manager for Trust & Safety within the Player Success Organization is responsible for supporting senior leadership with Zynga's Trust & Safety strategies. This includes supervising our outsourced vendor partner and collaborating internally to develop outstanding support experiences for our players.

You will play a key role in handling sensitive issues and the enforcement of Take-Two's and Zynga's policies, ensuring that any policy violating content or behavior is acted upon. The Senior Manager leads all aspects of strategies to meet objectives, service levels, and ensure player happiness.

In this role you will need to analyze material for possible harm or in response to customer concerns. This may include (but is not limited to) bullying, hate speech, child safety, adult content, or self-harm.

Key Responsibilities :

• Manage brought up support tickets, incident response, investigations, and analysis of underlying issues while maintaining clear and consistent communication with our players and internal partners.
• Develop subject matter expertise on Zynga's Community Rules and Take-Two's Terms of Service and Privacy Policy.
• Coordinate all facets of vendor operations related to Trust & Safety, encompassing training, quality control, and performance management.
• Ensure adherence to established policies and processes, creation and management of behavior action matrices, and identify areas where processes, policies, and offered services can be improved.
• Proactively supervise, deep dive, and share team level important metrics with relevant partners.
• Collaborate with Trust & Safety leaders and Gaming Support Supervisors to analyze main problems and improve support services for our games.
• Actively scope out new technology, player trends and industry changes to ensure Zynga continues to deliver world class support.
• Collaborate cross functionally with Player Support Managers, VIP Account Managers, internal partners, and other Take-Two labels to define workflows, processes, and player facing communications related to compliance and Trust & Safety.
• Deliver proficient data analysis, reports, and presentations for a leadership audience.

Required Skills :