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Sr. Manager, Product Management, Peer to Peer Customer Service

Customer Support
Central Studio/Operations
CUS00004N Requisition #
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Job Title: Sr. Manager, Product Management, Peer to Peer Customer Service
Reporting To: Director, Player Support
Department: Player Support
Location: El Segundo, CA

Your Mission
Activision’s Player Support organization is seeking a Senior Manager of Product Management to help lead the growth of peer to peer experiences for customer service across our help community and evolving social channels. We are looking for a highly motivated and curious person skilled in generating consensus and alignment across multiple teams to enable your vision to become a reality. 

This role requires a leader who is forward-thinking and innovative along with a proven track record in taking on end-to-end ownership and successfully delivering results in a fast-paced business environment.

Primary Responsibilities:
  • Formulate product vision, strategies and product development plans for Player Support
  • Lead a team with end-to-end responsibility for ensuring all programs meet operational and business requirements, milestones and delivery
  • Define, prioritize and plan the programs that will need to be implemented, gaining alignment with all appropriate levels of stakeholders across the organization
  • Collaborate across global Player Support and technical teams to continuously innovate and redesign programs to better serve our customers
  • Identify and manage stakeholder groups, and provide regular operational metrics and business reports to those groups
  • Drive user engagement strategy and gather requirements from cross-functional teams; prioritize use cases based on business need/timing
  • Develop plans for building and sustaining key social groups including the Ambassadors
  • Create, initiate and drive tactics targeting new users, evangelists, pocket participation groups and special interest groups
  • Serve as a knowledgeable resource in Player Support, sharing best practices in product and program management

This position is based in El Segundo, CA and may require up to 25% travel.

Player Profile
You will have the right balance of product management, project management and technical knowledge to successfully deliver complex cross-functional projects. You will have a solid track record making decisions to deliver projects on time while ensuring business requirements are met. You are self-motivated and can grasp technical concepts quickly, adapt to change while being an effective liaison between multiple business groups. As a product manager you will have to manage risk, expectations and outcomes throughout the product release cycles and effectively communicate status to senior leadership on a regular basis. This is a complex environment that requires critical thinking and working with a dynamic and cohesive team with aggressive goals.

Qualifications/Required Education and Experience:
  • Bachelor’s Degree in engineering, Business or demonstrated comparable work experience 
  • 8+ years of software product management experience
  • 3+ years of experience as a sr. product manager 
  • Proven track record of driving products from concept to launch
  • Proficient knowledge of product management principles and process 
  • Proficient in developing internet products and technologies
  • Experience in influencing and managing technology roadmaps. Ability to discuss and make technological tradeoffs with the development teams
  • Ability to communicate effectively with both technical and non-technical individuals
  • Highly creative and imaginative, and innovative in coming up with solutions to problems

Your Platform
We’re headquartered in Santa Monica, California, housing multiple teams across many disciplines of Marketing, PR, Sales, Supply Chain and other corporate functions such as HR, IT, Legal, Facilities and Finance. Santa Monica is the nerve center of our company, where the best ideas combine with unrivalled rigor to create the biggest and best entertainment experiences in the world.

Our World
Great Games Start with Great People!  This is an exciting time to join us!

Ask anyone who works at Activision, or with Activision, their favorite thing about it, and they’ll tell you, it’s the people. We have world class brands, infrastructure and resources, but our success doesn’t come from assembly lines producing widgets. Our success comes from people producing greatness together. We are nothing without our employee’s brilliance. So if you’re interested in our biggest priority, it’s the people.

Activision is more than just the leading developer and publisher of video games; we are the creators of some of the world’s biggest, most ground-breaking titles in the industry. Our portfolio includes Call of Duty® and Crash Bandicoot™.

Activision is a division of Activision Blizzard (NASDAQ: ATVI), headquartered in Santa Monica, California with locations across the globe. Activision Blizzard is one of the world's largest and most successful interactive entertainment companies and is at the intersection of media, technology, and entertainment. A member of the S&P 500 and recognized on the 2018 FORTUNE 100 Best Companies to Work For® list, Activision Blizzard has operations throughout the world with approximately 10,000 employees and players in 196 countries.

The video game industry and therefore our business is fast-paced and will continue to evolve. As such, the duties and responsibilities of this role may be changed as directed by the Company at any time to promote and support our business and relationships with industry partners.

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