COMPANY DESCRIPTION
Ludia is an innovative and dynamic company, specializing in mobile game development. Founded in 2007, we have built a strong reputation by creating engaging and diverse gaming experiences, such as Jurassic World: The Game, Jurassic World Alive, and Dragons: Rise of Berk.
After several years of collaboration within a large group, Ludia regained its independence and is now once again a proud Quebec-based player, ready to take on new challenges! Our team, with its wealth of experience, is more determined than ever to innovate, explore new horizons, and continue providing exceptional experiences for our players worldwide.
Ludia is at an exciting turning point in its history, and we are looking for passionate and ambitious talents to join us in this new adventure, including a Player Experience Game Lead.
Ludia – A Jam City Company
QUALIFICATIONS
🎮 Experience & Skills:
Three or more years of experience in customer operations, with a strong focus on influencing customer experience.
Proven track record in managing and optimizing operational performance, with a demonstrated ability to drive results.
Strong experience with data analysis and using insights to drive product or service improvements.
Exceptional communication skills with the ability to influence and lead cross-functional teams.
Ability to thrive in a fast-paced environment with frequent updates and shifting priorities.
A passion for delivering excellent customer service.
💡 Additional Traits:
Experience working with other mobile games would be a plus.
Strong attention to detail with a creative problem-solving mindset.
Experience collaborating with multiple teams to align on priorities and drive continuous improvement.
Ability to handle player requests and issues through both traditional support channels and social media.
🌍 Bilingual Skills:
Fluent in both French and English to effectively communicate with global teams and players.
JOB DESCRIPTION
We're looking for a Player Experience Game Lead to join our team and take ownership of improving the player experience across Ludia games. As the Player Experience Game Lead, you'll have a direct impact on the overall satisfaction and engagement of our players. You'll collaborate closely with studio, live operations, marketing, production and partners, using data-driven insights to help shape strategies, tools, and player support solutions. Your goal will be to ensure that our players have a top-tier experience, while advocating for their needs within the organization.
Your Quest
🎮 Player Experience & Strategy
Partner with studios to understand business goals, recommend support strategies, define service tool requirements, and drive improvements in player experiences.
Identify key performance indicators (KPIs) and other player experience metrics to enable effective decision-making across customer experience teams and business partners.
Use player data to drive insights that inform operational strategies and increase the effectiveness of the support team.
💡 Collaboration & Process Improvement
Work closely with cross-functional teams to drive action items aimed at improving player experience.
Develop and refine the curriculum, FAQs, and knowledge articles to ensure the player support teams are well-prepared and informed.
Drive the adoption of standardized reporting templates and ensure ongoing consistency in player support processes.
📊 Data-Driven Insights
Use player data to identify gaps in player experience, then work cross-functionally to address any issues affecting player satisfaction.
Lead the adoption of reporting standards, helping to ensure that all operational data is aligned and actionable.
🏢 Operational Performance & Leadership
Maintain a weekly cadence of communication with studios, focusing on identifying performance gaps, sharing insights, and driving improvements across teams.
Lead and influence operational performance, continuously looking for ways to optimize workflows and tools for improved player engagement.
Engage with third-party industry best practices and apply them to improve operational strategy and performance.
📣 Player Advocacy
Engage with players directly via support channels and social media to ensure their issues are heard and addressed in a timely manner.
Collaborate with customer experience teams to improve consistency across games and make it easy for players to find solutions to their issues.
Advocate for players by providing transparency and context around player issues, ensuring prioritization of key player experience initiatives.
Why Join Us?
At Ludia, we believe in creating a workplace as inspiring as the games we produce. Here's what you can expect:
💼 Flexibility : Flexible work hours, hybrid work options, and a vibrant downtown Montreal location close to public transit.
💚 Wellness & Benefits: Competitive salary, matching RRSP plan, comprehensive health insurance from day 1, generous vacation policy, mobile days for sick days or unplanned personal time.
📈 Career Growth: Access to training programs, workshops, and opportunities to grow within the gaming industry.
🎮 Player-Centric Culture: Join a team of passionate gamers who love creating amazing experiences for players around the globe.
✨ Creative Environment: Be part of a collaborative studio where innovation and creativity drive every project.
How to Apply
We value and celebrate diversity in our team, and we are dedicated to creating an inclusive environment where everyone can thrive and contribute their unique perspectives. We encourage individuals from all backgrounds to apply, and we are excited to hear from everyone!
Ready to level up your career as a Player Experience Game Lead ? Apply today and help us shape the future of gaming !