Community Operations Manager, Side
More information about location
Video game development services
Job no longer available
Video game development services
1001+ employees
Job no longer available
More information about location
1001+ employees
Company mission
To help studios bring their vision to life and make every gamer's experience as perfect as possible.
Role
Who you are
- 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
- Experience with younger user demographics in the gaming industry
- Prior experience scaling support teams during international expansion
- Background in influencer or creator community management
What the job involves
- 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
Application process
- Expected Date of Joining: Immediate
Our take
Video game development is a complex process that requires teams of artists, programmers, testers, voice actors, and other specialists to allow the game to launch successfully. However, sourcing and hiring such specialists and coordinating teams can be a time-consuming task, particularly for cross-platform and multilingual games.
Side (previously PTW) provides cross-platform video game development services for publishers, focused on offering end-to-end services from art production and game development to localization and data collection. The company differentiates itself from similar agencies by focusing heavily on localization, ensuring that every game has been designed to meet QA for localized standards such as slang, culture, holidays, taboos, food, and more.
Whilst Side certainly faces competition from other video game development agencies and freelance service providers, its experience working on high-profile titles like Star Wars Outlaws, and Silent Hill 2 sets it apart. This impressive portfolio puts Side in a position for future success, as it has clearly demonstrated its ability to contribute to the development of major games that meet expectations of players around the globe.
Freddie
Company Specialist at Welcome to the Jungle
Insights
6% employee growth in 12 months
Company
Company HQ
Venice, Los Angeles, CA
Leadership
Deborah Kirkham
(CEO)During their tenure, Side has expanded to over 3,500 employees, achieved double-digit profit growth, and consistently delivered year-over-year success.
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