Managed Services Lead, Community & Player Operations

PragmaGaming

Remote, based in Europe or North America, APAC support during overlapping hoursContractLead

Salary not disclosed

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Job Details

Experience: 4+ years in community management, player operations, or live operations at a game studio or publisher.

Have 4+ years in community management, player operations, or live operations at a game studio or publisher.
Have hands-on experience running playtests or betas, including recruitment, communications, and feedback collection.
Have experience building and moderating large Discord communities, including training moderation teams.
Be comfortable reading funnel and conversion metrics and using them to improve results.
Be able to stay calm and clear in difficult situations, including toxic communities and challenging conversations with studio leadership.
Have strong organization and written communication skills, with the ability to manage several studios at once.
Have experience with FirstLook or similar playtesting and community tools.
Helpful: have consulting or agency experience supporting several studios at once.
Helpful: have a background in player acquisition, including organic growth and paid channels.
Helpful: have experience running creator or influencer programs.

Plan and run end-to-end playtests in FirstLook, including flows, surveys, NDAs, invite waves, player communications, and follow-up.
Write and schedule player communications, track conversion at each step, and adjust to improve results.
Turn playtest data, player feedback, and community sentiment into clear readouts for studios.
Coordinate player recruitment using the player network and paid acquisition campaigns.
Set up or restructure Discord servers, including roles, permissions, bots, onboarding, and guidelines.
Write moderation policies, escalation processes, and handbooks, and recruit, train, and support moderators.
Help studios handle toxicity, difficult player conversations, and crisis moments.
Help studios launch and run creator programs using FirstLook’s creator tools.
Design service packages for different studio sizes and track time and outcomes for each engagement.
Work with sales and customer success teams on scoping managed services, and bring product feedback to the Product team.

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