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 At Scopely, we create games for everyone - and want to ensure that the people behind our games reflect that! We are committed to creating a diverse, supportive work environment where everyone is treated with respect. We are committed to providing equal employment opportunities and welcome individuals from all backgrounds to join us & embrace the adventure! For candidates in CA, CO, NJ, NY, and WA, the annual salary range is provided below. In addition to base pay, employees may be eligible for equity, bonuses, and a comprehensive benefits package, including healthcare benefits, retirement benefits, pet insurance, paid holidays, paid Scopely free days, and unlimited paid time off. Base pay offered may vary depending on job-related knowledge, skills, and experience. CA, CO, NJ, NY, and WA Annual Salary Range $139,400 — $172,200 USD About Scopely Scopely is a leading video game and global interactive entertainment company, home to many of the world’s most beloved and enduring experiences, including two of the most successful mobile games of all-time “MONOPOLY GO!” and “Pokémon GO,” along with “Stumble Guys,” “Star Trek™ Fleet Command,” “MARVEL Strike Force,” “WWE Champions,” the Scrabble® franchise, “Yahtzee® With Buddies,” and many others. Across mobile, web, PC, and console, Scopely creates, develops, publishes, and live-operates one of the most diversified and award-winning portfolios in the games industry — bringing hundreds of millions of players together through a shared love of play. Founded in 2011, Scopely is powered by its exceptional team — including thousands of world-class gamemakers around the globe, a distinctive tenet-driven culture, and its proprietary technology platform, Playgami. Together, these strengths have fueled Scopely’s position as the #1 mobile games company in the U.S. and #2 globally, generating more than $10 billion in lifetime revenue. Whether building global sensations like “MONOPOLY GO!” from the ground up, or expanding through strategic acquisitions, including the FoxNext, GSN, and Scopely Explore games businesses — Scopely consisten