Tools Manager

Job Description

Player Support at Epic

What we do

At Player Support we help our players use our products, such as Fortnite and Epic Games Store. Our core team provides a support model, a knowledge framework and a tech platform to get our players back into the game as fast and smoothly as possible, and for this we need top talent in their discipline as well as a product and team mindset.

What you'll do

We're looking for a Tools Manager to lead the team that provides the tech platform to our players, agents and project managers the capability of scaling up, gaining efficiency and accuracy. Examples of tools include our website, our transactional platform, knowledge base, LMS, AI Engine, etc. These tools are both sourced from suppliers as SaaS and also developed in-house.

In this role, you will
• Lead and manage the Tools Team.
• Be responsible for strategic alignment to the digital strategy across all tools.
• Ensure all vendor tool development is aligned and delivering towards goals.
• Collaborate with wider Epic technology teams for tooling needs.
• Create a service-oriented tools team that builds the best agent experience.
• Negotiate contracts and manage relationships with tools vendors.
• Be a strategic partner and contributor towards overarching team goals.
• Collaborate with vendor management and product support.

What we're looking for
• 7+ years professional technology work experience with software development and/or software tools administration
• 5+ years People leadership
• Evidence of strong collaboration, especially with remote teams
• Customer service experience
• Someone who is user-focused, passionate, scrappy, solutions-focused, and innovative. These traits equal success at Epic and influence everything we do.

Nice to have skills [optional]
• Games industry experience

Remaining knowledge, skills, and abilities needed
• People management
• Project management
• Strategic thinking
• Governance
• Strong written and verbal communication
• Strong collaboration
• IT skills
• UX design
• Data analysis

Jobcode: Reference SBJ-r7n4w9-3-145-108-9-42 in your application.