Wayfarer Operations Program Lead

Wayfarer Operations Program Lead

Requirements

• BA/BS degree and 5+ years experience in scaling and enhancing player experience or operational programs for a global digital product.
• Excellent written and verbal communication in English. Fluency in additional languages (especially Japanese) is a plus.
• Validated ability to lead complex projects and collaborate with multiple partners under pressure, thriving in fast-paced, hybrid environments while adapting to challenges.
• A genuine passion for improving player experiences and a strong sense of ownership and initiative.
• A strong belief in Niantic’s mission and a passion for its products.
• Ability to work in a fast-paced hybrid environment and handle stress appropriately and/or ability to solve practical problems and be sufficiently adaptable to handle dynamic situations with little advance notice.
• Experience working on cross-functional teams with ability to communicate effectively through written and verbal communications, including asynchronous interactions with others.

Responsibilities

• Partner closely with product and engineering partners to ensure Wayfarer support and community programs are up-to-date, accurate, and prepared for new and updated feature launches.
• Oversee Wayfarer operations, including workflow development, issue (bug) tracking and prioritization, and develop internal and external documentation for support agents and Wayfarer community members.
• Oversee the Wayfarer support agents by answering policy questions, reviewing and implementing suggestions for process improvements, staffing on-call, and handling urgent or sensitive escalations.
• Leverage data insights to champion the voice of the user in internal discussions with strategic partners of varying levels and job functions.
• Work with regional partners to collect input on regional and cultural differences and improve implementation plans. Lead the implementation and continuous refinement of global PX standards, driving a consistent and exceptional player experience across all regions.
• Build trust and motivate engagement in the Wayfarer Community through direct engagement in the community forum and at live events.
• Manage a group of highly engaged and motivated players who act as community ambassadors by collecting their feedback, cultivating ongoing relationships, and ensuring sustained, high quality output.
• Attend live events to provide onsite support of players, attendees and community members.
• Proactively identify and resolve potential logistical and technical challenges for live events and in-game activities.
• Collaborate with vendors and on-site teams to ensure smooth event delivery.
• Continuously identify and advocate for improvements to support tools configurations and workflows for increased efficiency and effectiveness.
• Constantly look for solutions to problems and evaluate ways to more efficiently and effectively lead the global support processes.
• Serve as a subject matter expert in support tools, configuring ticketing systems and forums to align with organizational strategy and industry standards.
• Collaborate with cross-functional team members and partners, including regular and reliable attendance and participation in meetings.
• Facilitate resolutions and collaboration by providing clear and concise reporting on critical information and insights.
• Continuously learn and evolve while collaborating with the global PX team to drive the programmatic improvements and champion the best practices.

Preferred Qualifications

• Fluency in additional languages (especially Japanese) is a plus.