Niantic

Niantic inspires people to explore the world together, and Player Experience is by their side at every stage of their journeys.

The Player Experience team is focused on providing high-quality service and quick issue resolution to Niantic players, in addition to maximizing data and customer insights to drive improvements and optimizations to the player experience.

The candidate will work closely with the Global operations, Tokyo studio and cross-functional team leads to develop and implement toward shared goals.

Responsibilities

What you'll do:

• Become a game expert:

Partner closely with the game team to gain deep knowledge of our products and roadmaps. Build trust and collaborate to set OKRs and drive the success of our games.

• Champion player experience:

Ensure seamless player support experiences by overseeing comprehensive, multi-lingual support programs, including oversight of support channels across in-app, social, and community platforms.

Report regularly on support outcomes, and advocate for players by ensuring their feedback and insights are shared with internal partners.

Collaborate with the global PX team to drive the programmatic improvements and champion the best practices.

• Master support tools:

Become an expert in support tools and configure ticketing systems and forums according to organizational strategy and industry best practices. Collaborate with the Global PX Systems & Tools lead to ensure optimal configurations.

• Be a content maestro:

Create a diverse range of compelling contents for players and support agents, ensuring new features, known issues, live ops, and live event resources are prepared in a timely and accurate manner. Leverage localization processes and AI tools to develop Help Center articles, social posts, training materials, and more.

• Collaborate for Success::

Drive successful outcomes by fostering strong communication channels with internal cross-functional teams and external partners. Ensure timely reporting and sharing of critical information for effective decision-making and collaboration

• Live events support:

Attend live events and prepare resources for onsite support of players. Proactively identify and resolve potential logistical and technical challenges for live events and in-game activities. Collaborate with vendors and on-site teams to ensure smooth event delivery. Assist with Niantic's other live game events as needed.

Qualifications

• BA/BS degree and 3+ years of experience in streamlining and scaling Player Experience or operational programs of a global product in the digital industry.
• Strong written and verbal communication skills in Japanese and English. Fluency in additional languages is a strong asset.
• Validated experience leading complex projects and working with multiple partners under pressure.
• Demonstrated ability to find effective, solution-oriented approaches to challenges.
• Passion for improving player experiences, with a strong sense of ownership and initiative.
• Passion for Niantic’s mission and products.
• Collaborate with cross-functional team members and stakeholders, including regular and reliable attendance and participation in meetings.
• Ability to work in a fast-paced hybrid environment and handle stress appropriately and/or ability to solve practical problems and be sufficiently adaptable to handle dynamic situations with little advance notice. 
• Experience working on cross-functional teams with ability to communicate effectively through written and verbal communications, including synchronous interactions with others.
• Required in-office 3 days on Tuesday, Wednesday, and Thursday.

Join the Niantic team!

Niantic's global-scale augmented reality platform and digital map powers spatial computing experiences in the real world. Incubated out of the Maps team at Google, Niantic first created Ingress and then Pokémon GO, a cultural phenomenon and hit game played by tens of millions of people each month. Niantic’s Lightship platform, which powers Pokémon GO, also supports the company's other games including Pikmin Bloom, Peridot and Monster Hunter Now. Developers use Niantic’s platform to build their own AR applications and experiences, either with the Lightship Platform or directly through the web with 8th Wall.

We believe that cultivating a workplace where our people are supported and included is essential to creating great products our community will love. Our mission emphasizes seeking and hiring diverse voices, including those who are traditionally underrepresented in the technology industry, and we consider this to be one of the most important values we hold close.

Niantic is a hybrid first company. We believe that in person interaction and collaboration fosters creativity, a sense of community, and is critical to our future success as a company. Our hybrid work schedules allow for a mix of remote and in-office work.

We're a hard-working, fun, and exciting group who value intellectual curiosity and a passion for problem-solving! We have growing offices located in San Francisco, Sunnyvale, Palo Alto, Bellevue, Kansas, London, Tokyo, Hamburg, Hyderabad, and Zurich. #LI-HYBRID