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Director Community and Crowd Services

Montreal, Quebec, Canada

Director Community and Crowd Services

  • Montreal, Quebec, Canada
Job Description

Lionbridge Gaming (LG) provides world-class production, globalization, and post-production services to global platform holders, AAA game publishers, and game developers. Lionbridge Gaming is looking for a Director of Community and Crowd Services, who has a passion for providing services that support the launch and post launch of Games to create a top-quality gaming experience and great customer loyalty.

This is a global leadership role with direct team members in the United States, Ireland and Poland who supervise a global group of employees, contractors and crowd workers. The Director of xxx is responsible for leading and expanding that team who delivers on launch support and customer support services - including but not limited to community moderation, player support, beta testing and in-country testing - for our global Lionbridge Gaming customers.

Key aspects of the position include working the Lionbridge Gaming management team to optimize the portfolio of services for market relevancy and create a roadmap for innovation, work with your team to define the operational roadmap necessary to deliver on customer expectations, defining and monitoring of key KPIs important to Lionbridge Gaming and our customers (c-sat, budgets, etc.), driving continuous measure improvement in program deliverables, management of the customer communication cadence (operational business reviews, etc.), understanding of customer direction to build the necessary new capabilities and expand our talent base globally. Finally, you will be critically supporting sales/account management in initiating new customer relationship or developing existing ones further.

This is a job that requires you to lead a team managing multiple projects, globally, in many cases with tight deadlines and short project cycles. You need to possess effective management skills, a positive team-oriented approach, and strong leadership and organizational skills. Travel, including international travel, may be required.

  • Lead the team managing and delivering on community moderation, player support, beta testing and in-country testing services
  • Drive product and services optimization and innovation process
  • Manage the P&L of the Service Line that those services are part of
  • Lead, motivate and manage the delivery teams - directly or indirectly managed - to ensure optimal results will be delivered on the program
  • Support the relationship with clients as needed and guide the communication efforts between internal teams and clients
  • Ensure your team members effectively interface with client stakeholders, forge strong relationship with the customer interfaces, understand the client team dynamic, their business goals, priorities and challenges; step in on key engagements
  • Work closely with your PMs to manage localization schedules for multiple projects
  • Ensure your teams track/report key program deliverables - performance, quality and financial indicators
  • Work with your team and global delivery partners to develop and refine consistent working methodologies and procedures around the program
  • Develop/Communicate project management standards and best practices
  • Identify and quickly help resolve key blocking issues that delay production
  • Act as the escalation point, responsible for arbitration and managing / resolving any issues that arise either within the organization or with the Customer
  • Drive strategic planning, and SLA compliance, driving quality and innovation, with respect to understanding volume forecasts, program growth and overall program planning
  • Partner with Lionbridge sourcing channels to grow our global talent pool and staff projects
  • Lead the team to deliver projects to schedule, meeting customer specifications and within cost targets
  • Work with your team to ensure ongoing process/system capability associated with projects and manages any changes required to meet or exceed the expectations established in project designs

Essential Attributes
  • A passion for, and experience with, games across a myriad of platforms as well as the gaming industry
  • Strong knowledge of community based moderation, testing services and player support services and requirements
  • A deep and practiced knowledge of program management, procedures and the game development lifecycle
  • A passion for customers and long-term partnership
  • A passion for innovation
  • Proven reporting, financial, analytical and problem-solving skills.
  • Experience leading teams and managing a process-oriented business
  • A strong and demonstrated drive for results and ability to work independently
  • Established leadership experience and a passion for growing diverse teams of professionals
  • Experience with talent evaluation of individual contributors
  • The ability to conceive and execute creative solutions to senior or executive level problems
  • Excellent written and verbal communication skills
  • English language fluency

Preferred Experience
  • University degree in a major related to language, game development, or program management
  • 5+ years of Project Management/Leadership, preferably in an international environment
  • Experience leading teams in the video game business
  • Exposure in building a similar business
  • Experience building ROI and cost justifications for executive level presentation
  • Proven reporting, financial, analytical and problem solving skills.
  • Experience in managing financial deliverables - budgeting, variance analysis, forecasting and profitability reporting.
  • Demonstrated ability to improve processes/procedures, contributing value to existing projects.
  • Strong organizational, communication and management skills,
  • Experience working with contracts, purchase orders, and payment systems
  • Proven communication skills, both written and oral with technical and non-technical staff
  • Proven team-building skills
  • Ability to drive cross-group problem solving, customer advocacy and ability to apply creativity, critical thinking and solution-mindedness in a dynamic working environment
  • Strong knowledge of the global Video Games business (operations, technologies, business models, industry structure), and passion for games and/or the entertainment industry
  • Attention to detail with strategic thinking and strong problem solving skills
  • Strong cross group collaboration with internal and external partners
  • Excellent task prioritization and organizational skills
  • Passion for global solutions and international customers
  • Ability to thrive under pressure and function effectively in a fast-paced environment
  • Possess excellent skills in Microsoft Office, email and internet communications/tools.
  • Fluency in a second language a plus

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