Director, Player Experience & Community

Pocket Gems

Company Type
Job Description / Skills Required

Episode is a mobile storytelling network and platform created by Pocket Gems. Episode aims to define storytelling for the 2+ billion people on mobile with animated, interactive stories that are part TV, novel, movie, and mobile game. Since launching in 2014, users have viewed over 3 billion episodes (equivalent of ~57,000 years) across 57,000+ stories. Over 6 million storytellers have signed up to create their own stories, including award-winning screenwriters and published novelists. Episode also partners with major studios and industry stars to create stories such as Mean Girls: Senior Year, Demi Lovato: Path to Fame, and Pretty Little Liars.

We’re looking for an experienced team leader to guide and grow our community management and support team. You should have a proven track record of creating highly engaged communities from the ground up, or bringing cohesion and horsepower to an already bustling community.

In this role, you will be responsible for the team that provides direct support and facilitates engagement for our community of readers and creators. You will have a vision for how great things could be, and will bring that vision to reality through expert project management, tactical execution, and unrelenting focus on daily progress. You combine strong communication, organizational, analytical and conflict resolution skills, with an empathy for readers and storytellers and a passion for young adult and teen girl genres.


Be a thought partner with Episode leaders to create the vision for best-in-class support and community to serve and engage our readers and creators, to increase the opportunities for our community to stay connected to us and to each other, and to understand and cater to the diverse needs and traits of the individuals in these communities
Create industry leading programs (including loyalty programs), tools, customs, communications and channels that are uniquely tailored to Episode’s community. Make Episode the top player and creator advocate in the industry, recognized for growing and fostering a positive creative community.
Lead, mentor and grow a world class team of player support reps and community managers to ensure that performance meets metric goals and quality standards
Monitor, understand and analyze trends in community management and customer support, and adopt best practices to Episode when appropriate
Optimize organizational processes and tools to deliver efficient, responsive, and high-quality player support
Identify, collect, prioritize and share concise, timely, actionable insights to appropriate Episode teams
Guide continued development of community policies, FAQs and other resources for readers and creators, in line with any unique needs of the community as well as any externally-driven requirements. With the team and community, establish an environment in which adherence to rules of conduct can be an integral part of community membership.
Use data and analytics, in combination with qualitative review, to understand the health of the community and the support systems


5-7 years of mobile or online community, entertainment or games industry experience in the role of customer support and/or community management leadership, ideally working with a mixed community of both creatives and their audience
Have an entrepreneurial spirit, with the ability to break big ideas and hypotheses into smaller, actionable projects and tasks
Strong organizational, verbal and written communication skills and ability to multi-task
Passionate about providing excellent customer service
Understanding of customer support and community management performance metrics and optimization strategies.
Loves YA and teen girl genres - you've never missed an episode of Pretty Little Liars and have Demi Lovato on your playlist!
Creative and strategic leader, with a willingness to get your hands dirty
Strong quantitative analysis skill and ability to refine hypotheses/models by digging into data and iteratively improving metrics
Familiarity with customer support or other ticketing tools like Zendesk and JIRA
Bachelor’s degree required; MBA is a plus


Pocket Gems offers top-notch benefits, including a Premiere PPO health plan. We cover 100% of the cost of employees’ Medical, Dental and Vision premiums (and 75% of the cost for their dependents), as well as short and long-term disability, and life insurance. We also offer flex spending & dependent care accounts, pre-tax commuter benefits and a 401(k) plan. Pocket Gems is located in beautiful downtown San Francisco, one block North of the Montgomery Street BART station.

Pocket Gems is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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Confirmed 17 hours ago. Posted 30+ days ago.

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