The Director of Customer Support and Quality Assurance will provide the strategic and tactical vision and management of the customer support and quality assurance teams, maintaining and operating a high-performance QA and customer service center. He or she will be responsible for all aspects of support and quality assurance planning and administration, including staff supervision, budget management, and the establishment and enforcement of QA and support policies, procedures, standards, and best practices.

The ideal candidate is an independent, self-motivated leader with a proven track record of large-scale customer support and quality assurance for mobile, tablet, and online games, who proactively identifies key strategies, anticipates business needs, and implements solutions across the organization.

What you’ll do day to day

* Oversee the day-to-day operations of the customer support and quality assurance teams
* Define, implement, and administer quality assurance and customer support processes, policies, procedures, requirements, and training
* Drive the delivery of efficient quality assurance and customer support services, based on organizational goals, current operations, and understanding of games and features
* Derive and maintain QA and support-staffing models that exceed service goals and adapt to ever-changing business needs
* Create baseline specs for QA and support tools, and provide feedback on application, development, and deployment
* Manage the department budget, establishing financial and procurement controls, as well as regularly reporting budget execution status versus plan
* Define clear service level objectives, as well as metrics, and remediation processes to guarantee meeting them, including but not limited to performance and utilization targets for CS and QA teams
* Monitor QA and support performance data to identify trends and issues, and drive improvements to internal processes
* Provide guidance, direction, and feedback in the form of KPIs and metrics to executive management

What you need to have

* Bachelor's degree or equivalent work experience in a related field; an advanced degree is preferred
* At least seven years of quality assurance and customer support experience, with four years managing CS and QA teams; mobile, tablet, and online gaming experience preferred
* Passion for mobile, tablet, and online games
* Technical aptitude, with a strong understanding of CS and QA tools and platforms
* Well versed in online privacy and safety laws including COPPA and Safe Harbor
* Proven experience with customer relationship management and software systems
* Familiarity with bug tracking and project management tools
* Experience with reporting and statistical analysis
* Excellent communication skills, both written and verbal

What you’ll get out of it

* Continuous self-improvement
* Expert knowledge
* Trail-blazing opportunities
* Fast-paced, stimulating work environment


What we offer

* Competitive compensation package
* Cool place to work, located in Chicago, IL
* Weekly happy hours

This job listing originated on Gamasutra.com, the game industry's leader.