Community Operations Manager, Side

• 3+ years in community management, operations, or digital support for games, tech platforms, or entertainment
• Proven leadership managing teams in community moderation and player support
• Experience with live service operations, escalation flows, and real-time responsiveness
• Strong background handling user safety, wellbeing, and sensitive online issues
• Familiarity with platforms and tools such as Zendesk, Community Sift, and analytics dashboards
• Deep understanding of gaming and social mobile apps, including iOS and Android troubleshooting
• Flexible availability to support a 24/7 team (primarily in Pacific Time, but with flexibility for the right candidate)
• Strong communication and cross-functional collaboration skills

Desirable

• We are looking for a hands-on Community Operations Manager to lead our support and engagement services for the DUBS app
• This role is pivotal in scaling our community presence, driving initiatives that foster participation and retention, and overseeing a high-performing team of 9–12 Player Support & Moderation staff, including a Team Leader and Tier 2 roles
• You will help build a world-class user experience rooted in empathy, responsiveness, and a vibrant community culture, while maintaining operational excellence and aligning with DUBS’ growth goals
• While initially supporting North American users, you’ll also help lay the foundation for future international expansion
• Lead Community Operations: Manage and scale a team of community moderators and support agents, ensuring excellent service across all shifts and channels
• Drive Community Engagement: Design and execute programs that enhance user participation, satisfaction, and long-term retention
• Coach & Develop: Mentor and guide your team, fostering a performance-driven and accountable culture
• Relationship Management: Build and nurture relationships with VIP community members, creators, and influencers
• Cross-Functional Collaboration: Partner closely with Product, Marketing, and Publishing to align community strategies with broader company objectives
• Platform Oversight: Oversee in-app lobbies, chat channels, and app store reviews to ensure positive user interactions
• User Insights & Reporting: Gather and analyze user feedback and KPIs, surfacing actionable insights for internal stakeholders to improve user experience and operations
• Escalation & Incident Response: Act as lead point of contact during key moments—such as content launches or incident responses—escalating issues as needed

• Expected Date of Joining: Immediate