Liveops Director

Job Description

LIVEOPS

What We Do

Epic's LiveOps team is dedicated to advocating for the experience of players, end users, and studio partners (all referred to as ''customers'') for Epic Games. We dive deep into data to understand our player and customer experience, hold a high bar for Epic's service quality, drive business and technical owners to do the right thing for our customers, and operate Epic's incident management process.

What You'll Do

As the Director for Epic's Live Ops team you'll work with multiple disciplines to ensure we are advancing how we monitor and analyze our production systems and games, evolving how the company responds to critical live issues, and driving visibility of the state of our games and services to our internal stakeholders. Working closely with our game, publishing, online teams, and more, this role is in the center of our live services operating Fortnite and other Epic products. We're looking for an individual who excels in organization, has superb communication abilities, and is comfortable managing the resolution of issues in a complex online ecosystem. The ideal candidate is passionate about working in games and has a long history of working with large scale systems, live operations teams, and software developers in a range of technical environments.

In this role, you will
• Manage Regional LiveOps Leads - You'll manage several site leads for our regional 24x7 on call. You will be expected to help them learn and grow and navigate complicated issues across time zones. You will be the glue for the zones setting the tone and strategy for how Epic operates LiveOps and levels up our operational maturity.
• Build and Measure KPIs - You will set goals and KPIs that measure your team's success and the LiveOps impact on Epic. You know what good looks like and you show our successes or failures through metrics. You'll work with other leaders to demonstrate what best in class Live Operations looks like and raise the water level for the company.
• Build Relationships - You will be working with a large portion of the company including multiple studios and subsidiaries. You will need to establish relationships with different groups and push others to raise the bar on how we operate.
• Participate in on-call as an escalation point - You will handle escalations across multiple regional zones as part of our leadership on call rotation.

What we're looking for
• Previous experience working as a manager of managers where you've managed cross-functional teams in the creation and delivery of complex projects.
• Experience with executing meaningful change in a fast-paced interrupt driven environment
• Deep understanding of game development, software development process, and project management practices.
• Strong organizational skills and attention to detail.
• Experience in an environment where you had to exhibit amazing problem-solving skills daily, viewing each new problem as an opportunity for success.
• Self-starter, you approach challenges creatively and methodically, seeing them through to final resolution
• Have the ability to communicate with varying levels of stakeholders, within your team and throughout the company.
• Ability to drive high velocity, high impact development cycles, balancing out short-term needs and long-term vision.
• Ability to adapt and be effective in new situations within a highly dynamic environment.

This position is listed in multiple locations across North America including:

Cary, North Carolina
Bellevue, Washington
California (multiple locations)
Canada (multiple locations)

Jobcode: Reference SBJ-dyez5p-18-221-174-248-42 in your application.