Scopely is looking for a Director, Player Experience to join our Central team in Barcelona, working across our portfolio of live and in-development games.

The Director of Player Experience will lead the vision, strategy, and execution of scalable, high-quality support services across our portfolio of games. This role is responsible for building and optimizing a centralized player experience function, ensuring a seamless, efficient and positive experience for players across all touchpoints. You will drive innovation through AI, automation, and data insights, while collaborating with game teams, live operations, and community teams to enhance player satisfaction and retention.

As a leader within the central marketing team, you will be responsible for defining best practices, tools, and processes that support a wide range of game genres, platforms and player needs. This role requires a balance of strategic leadership, operational excellence, and player advocacy to deliver best-in-class support services at a global scale.

What You’ll Do

• Create and develop a central global player experience strategy that scales across multiple game titles, genres and regions.
• Identify emerging trends, technologies, and best practices in player experience to drive continuous improvement.
• Collaborate with external support vendors and technology partners to ensure consistent service quality across all support channels.
• Build strong relationships with game teams, identifying their pain points and opportunities for support, and facilitating knowledge sharing to drive best practices across all games.
• Identify opportunities for workflow improvements and process automation to enhance operational efficiency.
• Partner with the game studios to embed Player Experience best practices into our games in development ensuring support readiness and tooling needs are scoped and implemented from early development through post-launch.
• Develop playbooks for best practice guides, workflow templates, and response protocols that ensure consistency across all games and teams.
• Standardize escalation procedures and crisis management protocols across all game titles.
• Leverage data analytics and sentiment analysis to gain actionable insights into player needs and frustrations.
• Collaborate with game teams to ensure player feedback leads to actionable improvements.
• Build and mentor a high-performing player experience team, fostering a culture of innovation, collaboration, and player advocacy.

What We’re Looking For

• 8+ years of experience in player experience, customer support, or live operations within the gaming industry.
• Proven ability to scale strategies and manage cross-functional teams across multiple regions and game genres.
• Expertise in data analytics, sentiment analysis, and leveraging insights for continuous improvement.
• Strong experience in process optimization, workflow automation, and vendor management.
• Demonstrated ability to build relationships and foster collaboration across diverse teams and functions.
• Excellent leadership skills, with experience building and mentoring high-performing teams.
• Proven experience building and scaling knowledge-sharing systems across large teams or global organizations.
• Proven track record of developing and implementing scalable processes, documentation, or playbooks.