Safety & Support Live Services Program Manager

Job Description

Why PlayStation?

Role Overview:

As the Safety & Live Services Support Program Manager for Consumer Experience, you play a key role, bringing to market multiple new live service gaming experiences both from an Online Safety & content moderation perspective, as well as broader support channels. You will have experience working in Live Service games, Trust & Safety/Online Safety and/or Consumer Experience teams, performing under pressure in a fast-paced environment, and can effectively partner across functions to deliver optimal results against challenging timelines.

The role will report into the Online Safety organisation but will be accountable for a wide range of support channels across the spectrum of CX touchpoints for Live Services.

What you'll be do:
• Work with Online Safety and CX leads to create support plans and manage the pipeline of Live Service games and franchises including launches, seasons, events and promotions
• Build or adapt ways of working, processes and tools to address novel challenges in a multi-platform, seasonal ecosystem
• Track and report on results related to support services for Live Service games
• Partner with technology teams within Product Management & Engineering to ensure support solutions are aligned with policy and business strategy
• Analyse solutions and make data-driven recommendations for any technology or process optimisations - documenting using a number of proven techniques including process mapping, requirements solicitation and engineering and business proposals.
• Immerse yourself in the world of social gaming, deeply understanding the dynamics of each game's communities and understanding the players' needs, pain points and preferences for support and moderation

What we're looking for:
• Experience managing complex programmes involving multiple sub-projects for a globally distributed team with multiple cross-departmental partner teams.
• Demonstrable ability to juggle competing priorities; Proven ability to manage ambiguity, and a preparedness to take on what is necessary to get things done. Experience negotiating through challenging circumstances.
• Proven experience successfully leading and managing a programme
• Demonstrable experience of project methodologies and structures that could be applied effectively to the programme.
• Strong people management skills with a highly developed level of emotional intelligence.
• Experience working cross-functionally with a wide range of different teams and personalities.
• Excellent interpersonal and written communication skills; Strong public-speaking and presentation skills.
• Ability to tackle issues and make choices that support program objectives
• Maintain composure and deliver optimal performance even in high-stress situations, demonstrating grace under pressure.
• Analytical, data-driven approach to problem-solving and an ability to think strategically about issues and solutions.
• Thorough understanding of Online Safety as a field, the types of topics and user-experiences/behaviours that it covers, emerging regulation and best practice
• Love of gaming, particularly in social/multiplayer experiences, and experience as part of online communities.
• Thorough understanding of consumer and social media behaviour and how it can be influenced.

Desirable:
• Knowledge of Salesforce as a CRM platform or moderation tooling systems/CRMs, experience in working with Digital solutions to support Consumers such as Messaging Apps, Bot/AI solutions
• Knowledge of software development systems such as JIRA, confluence, Wrike etc.

Benefits:
• Discretionary bonus opportunity
• Hybrid working model (FlexModes)
• Private Medical Insurance
• Dental Scheme
• 25 days holiday per year
• On Site Gym
• Subsidised Café
• Free soft drinks
• On site bar
• Access to cycle garage and showers

Please refer to our Candidate Privacy Notice for more information about how we process your personal information, and your data protection rights.

Equal Opportunity Statement:

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy or maternity, trade union membership or membership in any other legally protected category.

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.

PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.

Jobcode: Reference SBJ-rzvb57-3-17-174-156-42 in your application.