About AppLovin
AppLovin makes technologies that help businesses of every size connect to their ideal customers. The company provides end-to-end software and AI solutions for businesses to reach, monetize and grow their global audiences. For more information about AppLovin, visit: www.applovin.com.
To deliver on this mission, our global team is composed of team members with life experiences, backgrounds, and perspectives that mirror our developers and customers around the world. At AppLovin, we are intentional about the team and culture we are building, seeking candidates who are outstanding in their own right and also demonstrate their support of others.
Fortune recognized AppLovin as one of the Best Workplaces in the Bay Area 2022, and is a Certified Great Place to Work in 2021, 2022 and 2023. Check out the rest of our awards HERE.
A Day in the Life
As the Director of Customer Operations and Experience, you'll be responsible for player support across 20 mobile games in the AppLovin family. This is a multi-faceted role overseeing our vendor partners and a variety of internal specialty teams. They include a multi-tiered customer support team, training & development, regulatory compliance & escalations, tools/CRM administration, and UX design for our CRM systems and tools.
You'll be expected to set industry-leading standards in Customer Experience, while simultaneously ensuring that we continually redefine excellence in our fields remaining at the forefront of technological trends. In support of this mission we'll be relying on you to routinely evaluate our metrics, insights, and data visualizations to ensure that we're equipped with the data that best informs our decisions, and you'll be tasked with owning the CS roadmap for our Development Services Engineering teams ensuring that their efforts drive the most beneficial outcomes for our customers and CS teams.
Ideal candidates have an unquenchable thirst to always learn, they regularly seek new ways of integration tools and technology to empower teams, and they exhibit exceptional analytical rigor to make well informed decisions. They excel at driving excitement for innovative change in their respective organizations, and always reaching for transformative outcomes.
The Impact You'll Make

• Responsible for customer-facing teams including front-line support, VIP support, Policy (regulatory compliance & escalations).
• Lead the Tools Administration and User Experience design functions within the Customer Support department, fostering a culture of continuous improvement.
• Oversee partnerships and contracts related to CS technology and our BPO contractor workforce, ensuring exceptional service of our customers at all times.
• Set and guide strategy for vendor operations, and regularly evaluate headcount/budget allocation to ensure our operations run optimally.
• Strategically integrate AI into our customer service operations, enhancing efficiency and user satisfaction.
• Partner with our Development Engineering teams to innovate in web application functionality, focusing on customer support needs.
• Champion the customer experience across all levels, from agent interactions to technological advancements.

Basic Qualifications

• Department head / Director level experience, ideally with a technical or analytical background.
• Demonstrated success in implementing technology solutions and driving innovation within their respective departments.
• Strong leadership and team management skills, with a track record of inspiring and guiding teams.
• Innovative and forward-thinking, and passionate about leveraging technology to enhance customer experiences.
• Exceptional communication abilities, crucial for internal team leadership and external stakeholder engagement.

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Please see the independent bias audit report covering our use of Covey here.
AppLovin is proud to be an equal opportunity employer that is committed to inclusion and diversity. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or other legally protected characteristics. Learn more about EEO rights as an applicant here.
If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send us a request at [redacted].
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