Manager, Product Support

Job Description

PlayStation isn’t just the Best Place to Play —it’s also the Best Place to Work. We’ve thrilled gamers since 1994, when we launched the original PlayStation. Today, we’re recognized as a global leader in interactive and digital entertainment. The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Corporation.

Manager, Product Support

San Mateo, CA

Our Global Consumer Experience (CX) Product Support team collaborates cross-functionally to drive go-to-market support plans and drive process efficiencies that improve the customer experience while deflecting contacts.

The team is also accountable for identifying key consumer issues and working with internal partners to raise incidents and build business cases that influence engineering teams to make improvements in the overall consumer experience.

Do you enjoy removing obstacles and thrive when collaborating cross-functionally to build strategies to support consumers? Our ideal candidate will be an experienced people manger, have a passion for supporting new devices & peripherals, and have a sincere interest in gaming and entertainment!

The Job

• Coach Product Support Program Managers & Specialists and provide continues feedback to propel initiatives they are driving and to support their overall career development.
• Act as an advocate for the team with external partners, internal stakeholders and leadership by regularly highlighting outcomes and benefits.
• Encourage task ownership with staff and collaborators by ensuring clarity of expectations and by providing feedback so results can be honed.
• Continually improve go-to-market framework for support and ensure delivery of readiness activities across product releases.
• Drive collaboration across CX teams, with contact center partners, & service operations teams to ensure rapid identification, triage, routing and resolution of incidents.
• Support team in analysis of support data to identify the cause of issues.
• Coach your team in preparing compelling feature requests that include a narrative that influence product and engineering teams to take action.
• Provide regular reporting around team preforming to KPI's, contact drivers, and voice of consumer feedback
• Present support plans, incident recaps, and efficiency proposals to leadership team.
• Mature regional practices into global operating models that provide role clarity and define ways of working across a diverse team.
• Develop and improve Customer Support workflows, knowledge documentation, and training to reduce support contacts, increase satisfaction, and decrease churn.

Qualifications

• 8+ years of demonstrate ability in Customer support or experience management or a related field.
• Standout colleague with a positive demeanor who is fun to work with.
• A globally-minded individual with experience working across cultures.
• Prior management experience establishing goals and identifying key development opportunities within the team to up-skill employees
• Past experience with major product launches and establishing support processes, ideally for consumer hardware products
• Ability to triage and react to emerging issues while continuing to drive towards long term goals.
• Ability to navigate ambiguity and demonstrate professionalism amidst high-profile challenges
• Analytically minded with the ability to parse through a large volume of data to detect trends and report on insights.
• Build consensus, establish trust, communicate effectively and foster culture change across organizational boundaries.
• Flexibility to adapt schedule to collaborate with teams in UK & Japan timezones when necessary. Weekend and evening support required when there is a major product/game releases and to triage critical incidents.

Preferred Experience

• Familiarity with the gaming industry and PlayStation product features.
• Software, Hardware or Services Lifecycle understanding and practices.
• Formal Project Management certification and relevant Industry/ leadership certifications.
• Proficiency in using analytics software, e.g. Qlik, Tableau, or MicroStrategy.
• Japanese language proficiency and working experience a huge plus!

#LI-IR1

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to race, color, religion, gender, pregnancy, national origin, ancestry, citizenship, age, legally protected physical or mental disability, covered veteran status, status in the U.S. uniformed services, sexual orientation, marital status, genetic information or membership in any other legally protected category.

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We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.

We sincerely appreciate the time and effort you spent in contacting us and we thank you for your interest in PlayStation.

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