Player Experience Manager

At Wizards of the Coast, we connect people around the world through play and imagination. From our genre-defining games like Magic: The Gathering® and Dungeons & Dragons® to our growing multiverse, we continue to innovate and build new ways to foster friendship and connection. That’s where you come in!

Embrace the opportunity to join Hasbro, a dominant force in the global play and entertainment industry, dedicated to creating unparalleled play experiences. Foster creativity and forward-thinking to spread happiness to millions around the world. If you have a passion for delivering exceptional experiences and seek to be part of an ambitious team, the Player Experience Manager role is for you!

The Player Experience Manager (PEM) advocates for players, addressing issues promptly and empathetically. This role focuses on resolving player concerns effectively.

Key Responsibilities:

Player Advocacy & Experience Stewardship:

• Function as the primary internal advocate for players, voicing their concerns, requirements, and challenges in every conversation, decision, and partner concern. Ensure the player's viewpoint remains central in addressing issues and guiding future product improvements.

Issue Ownership:

• Own advanced player issues from end to end, ensuring swift detection, clear communication and timely resolution that aligns with our player-first values.

Cross-Functional Critical Issue Handling:

• Act as the point of contact for issues between Player Experience (PX), Customer Support, Community, Marketing, Product, QA, and Engineering. Coordinate actions to minimize player discomfort and improve satisfaction.

Playbook Execution & Continuous Improvement:

• Advocate for and uphold the escalation playbook, ensuring uniform processes, documentation, and adherence among teams. See opportunities to improve the process through real-world application and feedback from players.

Experience-Centric Process Design:

• Define and refine paths for addressing blocking issues, ownership roles, and SLAs with the goal of reducing friction for players and elevating the quality of support interactions.

Crisis & Incident Management:

• Lead cross-functional response efforts during live service incidents or issues that affect players. Ensure proactive communication and visible resolution to build and maintain player trust.

Player Feedback Integration:

• Translate player complaints, difficulties, and suggestions into actionable insights. Collaborate with production, operations, and publishing teams to make changes that improve the overall player experience.

Insights & Reporting:

• Provide clear and actionable reports on blocking issue trends, resolution timelines, and player impact to inform leadership and guide ongoing improvement efforts.

Requirements:

• 5-7 years of experience in player support, customer experience, community operations or live service operations within the video game industry.
• 2 years in a lead, senior or escalation management role overseeing issue resolution or cross-functional coordination.
• Familiarity with support and workflow tools such as Zendesk, Jira, Confluence, Sprinklr, Discord or equivalent.
• Bachelor’s degree or equivalent experience.
• Demonstrated passion for player advocacy and consumer-first thinking.
• Strong cross-functional communication and collaborator coordination skills.
• Experience designing and completing support workflows or escalation playbooks.
• Comfort in fast-paced, highly collaborative, and distributed environments.

We are an Equal Opportunity / Affirmative Action Employer

Wizards of the Coast is committed to equality of opportunity in all aspects of employment. We are committed to making all employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, or any other legally protected status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. If you have a disability and require assistance in this application process and need to request an accommodation, please contact your recruiter or coordinator.

The base salary range for this position is $121,900.00 to $182,900.00. The hiring range will vary based on factors such as experience, skills, location and market conditions. Additionally, employees may be eligible for annual and long-term incentives as part of their overall compensation package.

Our Comprehensive Benefits Package Includes:

• Health & Wellness: Medical, Dental, and Vision Insurance
• Time Off to Recharge: Paid Vacation & Holidays
• Financial Well-being: Generous 401(k) Match
• Life & Family Support: Paid Parental Leave
• Giving Back: Volunteer & Employee Giving Programs
• Level Up Your Skills: Tuition Reimbursement
• Exclusive Perks: Product Discounts & More!

#Wizards