Director of Community - Unannounced Project

What You Will Do

• Define the long-term vision and strategy for Community Management and Customer Support as foundational pillars of the game's live service.
• Lead the global Community strategy, building the Community function as the game progresses through announcement, closed beta, soft launch, and worldwide launch
• Build and own a global player feedback loop that transforms community conversations, player research, customer support trends, and behavioral data into actionable insights for the development team.
• Lead the community approach for major launches, updates, live moments, and player communications, ensuring clear and coordinated engagement across channels
• Own the global Customer Support strategy, including ticket operations, escalation processes, knowledge management, issue reporting, service quality, and continuous improvement.
• Define community health, engagement, sentiment, and feedback measures, using qualitative and quantitative insights to identify opportunities and emerging player needs
• Build strong cross-functional partnerships across Marketing, Product, Development, Customer Support, Analytics, and other teams to ensure the player perspective informs planning and execution
• Build and lead the Community and Customer Support disciplines as the game scales, establishing clear priorities, ways of working, and standards that enable the team to deliver effectively across a global player base

What We're Looking For

• 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, establishing scalable processes before large teams exist.
• Demonstrated ability to balance strategic leadership with hands-on execution in fast-moving development environments.
• Experience managing agencies, outsourcing partners, regional contractors, or external service providers to deliver global player experiences.
• Proven ability to influence product strategy through player insights, community intelligence, and customer feedback.
• Deep understanding of live-service player expectations, community engagement, customer support operations, and trust-building strategies.
• Excellent written and verbal communication skills, with experience communicating effectively to both players and executive leadership.
• Strong analytical mindset with experience using qualitative and quantitative data to drive strategic decisions.
• Comfortable operating in ambiguity, wearing multiple hats, and helping establish entirely new functions during game development.
• Passion for creating exceptional player experiences and building enduring relationships between players and developers.
• Experience working effectively across multiple time zones and global development teams.
• Experience defining community strategy across multiple stages of a product lifecycle, with the ability to translate broader business and product goals into clear priorities and plans
• Experience building effective player or customer feedback loops and translating community insights into actionable input for cross-functional teams
• Experience leading through complex launches or live moments involving multiple stakeholders, changing priorities, and significant player communication needs
• Strong judgment in sensitive or high-visibility community situations, balancing player needs, product context, business priorities, and reputational considerations
• Ability to communicate complex or sensitive information clearly across player-facing channels and with stakeholders at different levels of the organization

Bonus Points

• 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