Apex Community Live Service Manager

Job Description

As the Apex Community Live Service Manager you wake up everyday thinking about the Apex player experience in Asia. You will report to the APEX Franchise Director Asia Publishing and partner with a passionate and diverse APEX community, ensuring you are feeding players development updates, collecting insights and surfacing them to the studio to improve the overall experience for Apex players in Asia. You will be the main liaison between Respawn Studio and our players, contributing to the growth of the franchise in the region.

You will understand Apex Legends, live service games, and have experience working with studio development teams on roadmap updates.

Responsibilities:

Community Communication & Action:

• Be visible and partner with the community, on behalf of the franchise across multiple channels, ensuring every experience with EA is positive, and reflects EA's brand and mission.
• Produce & communicate development content updates including hot fixes, bugs, exploits, bans, content roadmaps, new modes, etc.
• Work with teams across EA to guide the use of their resources in the battle against cheaters.
• Uphold quality standards and brand communication best practices.

Studio Collaboration & Feedback:

• Develop a meaningful & trusted partnership with Respawn Studio, serving as the liaison between studio & players for the region.
• Connect with Respawn studio colleagues to ensure succinct execution of information to the community.
• Provide qualitative and quantitative feedback into Respawn Studio on the service provided by Apex legends in region based on consumer insight through social reporting tools, reviews of player feedback and other best practices.
• Monitor emergent issues and hot topics to ensure communication to all partners.
• Monitor metrics to identify bad behaviours affecting the health of the game.
• Monitor the landscape of cheaters and cheat communities to document the latest trends and activities, and raising flags when needed to alert others.
• Help guide implementation of new anti-cheat solutions and processes.
• Document and propose new internal processes or improvements.

Skills/Attributes:

• Familiarity with Apex game modes, player motivations and needs.
• Familiarity of different types of cheats and how they work for FPS games.
• Experience with how online games work, including rendering, networking, and databases.
• Knowledge of a programming language that can be used for scripting, such as Python.
• Experience building data-informed community insights.
• High-quality writing skills with global audiences in mind.
• Experience managing interactions with and experienced in conflict management.
• Organizational, and task/project management abilities.
• Familiar with collaborating in a global environment.
• Experience with social listening tools.

Qualifications:

• Bachelor’s degree in communications or related field, or equivalent work experience.
• Minimum of 5 years of experience in Player Engagement, Community Management, Social Media Management, or other related fields.
• Minimum of 2 years of experience with direct interactions with a player community.