A Day in the Life 

As the Director of Customer Operations and Experience, you’ll be responsible for player support across 20+ mobile games in the AppLovin family. This is a multi-faceted role overseeing our vendor partners and a variety of internal specialty teams. They include a multi-tiered customer support team, training & development, regulatory compliance & escalations, tools/CRM administration, and UX design for our CRM systems and tools. 

You’ll be expected to set industry-leading standards in Customer Experience, while simultaneously ensuring that we continually redefine excellence in our fields remaining at the forefront of technological trends. In support of this mission we’ll be relying on you to routinely evaluate our metrics, insights, and data visualizations to ensure that we’re equipped with the data that best informs our decisions, and you’ll be tasked with owning the CS roadmap for our Development Services Engineering teams ensuring that their efforts drive the most beneficial outcomes for our customers and CS teams. 

Ideal candidates have an unquenchable thirst to always learn, they regularly seek new ways of integration tools and technology to empower teams, and they exhibit exceptional analytical rigor to make well informed decisions. They excel at driving excitement for innovative change in their respective organizations, and always reaching for transformative outcomes.

The Impact You’ll Make

• Responsible for customer-facing teams including front-line support, VIP support, Policy (regulatory compliance & escalations).
• Lead the Tools Administration and User Experience design functions within the Customer Support department, fostering a culture of continuous improvement.
• Oversee partnerships and contracts related to CS technology and our BPO contractor workforce, ensuring exceptional service of our customers at all times.
• Set and guide strategy for vendor operations, and regularly evaluate headcount/budget allocation to ensure our operations run optimally.
• Strategically integrate AI into our customer service operations, enhancing efficiency and user satisfaction.
• Partner with our Development Engineering teams to innovate in web application functionality, focusing on customer support needs.
• Champion the customer experience across all levels, from agent interactions to technological advancements.

Basic Qualifications

• Department head / Director level experience, ideally with a technical or analytical background. 
• Demonstrated success in implementing technology solutions and driving innovation within their respective departments.
• Strong leadership and team management skills, with a track record of inspiring and guiding teams.
• Innovative and forward-thinking, and passionate about leveraging technology to enhance customer experiences.
• Exceptional communication abilities, crucial for internal team leadership and external stakeholder engagement.

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on March 12, 2024.

Please see the independent bias audit report covering our use of Covey here.