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Mobile Gaming VIP Services Associate Manager

Mobile Gaming - VIP Services, Associate Manager

Do you have the ability to define exceptional customer experiences and manage a team to deliver them?

Do you have experience and skill with account management and client relationship building?

Are you both creative and analytical in your approach to developing strategies?

Product Madness is looking for an Associate Manager in VIP Services. This is a role within our Customer Experience team who manages some of our most valued customers whom we call VIPs. We are looking for a positive, passionate, and service-oriented manager to join our team of service professionals. The successful VIP Services, Associate Manager, will be able to effectively communicate with, provide support for, and build ongoing relationships with our most valued customers.


About us:

Product Madness, part of Aristocrat Technologies, is a leading social and mobile gaming company with a focus on social casinos. We have published hit titles on Facebook, iOS and Android and have offices in San Francisco, London, Las Vegas and Austin.


About you:

You have a proven track record of assembling and guiding teams towards excellent customer service and building customer relationships through an array of different channels such as telephone, email, and chat messaging.  You lead by example, have mastery of customer service fundamentals, and aren’t afraid to take on challenging customer situations. You have no problem putting your analytical skills to the test - spotting patterns in individual and aggregate behaviors, and developing plans to address them come natural to you.  You have an ability to make people feel special and are adept at building rapport and lasting interpersonal relationships. You have a good memory and strong attention to details.  With an interest in the mobile and social gaming space, you have a positive attitude and are excited to learn more.


About the position:

  • You will be responsible for managing a small team providing exceptional service and relationship building to our most valued customers - and ensuring their retention. Responsible for managing a small team providing exceptional service and relationship building to our most valued customers - and ensuring their retention. This will involve successfully maintaining a portfolio of customers and leading through example.
  • You will be providing assignments to the team’s operational objectives and team building, as well as instruction, coaching, and evaluation on a contributor performance level.
  • You will decipher, aggregate, and clearly document emergent issues and opportunities from department metrics, customer reports, and team members for escalation to appropriate stakeholders within the business.
  • You will support the team in all escalation matters issues successfully.
  • You will be a contributor to overall Customer Experience strategy and be a strong collaborator to department based projects.
  • You will provide the voice of the customer to the organization in your detailed reporting - the strong level of insight you provide in information aggregation will inform stakeholder decision making.


Desired Skills, Knowledge, and Experience

  • At least two years previous experience in a senior supervisor or management role  within customer facing teams
  • Ability to define, communicate, and deliver exceptional customer service and authentic relationships with the customer and obtain results from others through continuous coaching
  • Education level: Bachelor’s degree or strong previous field experience
  • Ability to provide clear and concise reports/presentations representing own work, team effort, and the voice of the customer
  • Must be able to fluently read, write, and speak English
  • Multitasking, prioritization, and advanced delegation capabilities
  • Passion for the gaming and entertainment industry a plus


Why work here?

  • We are located in San Francisco downtown, close to Union Square (walking distance to Bart station) in an open layout office
  • We have an open, creative culture with great learning and growth opportunities
  • We like to work hard, but also have fun
  • Your work will have a direct impact.  We have built most of our systems based on the inputs of our team members
  • A variety of delicious meal options at least twice a month, for free
  • Unlimited snacks and drinks provided at the office (we like to eat!)
  • Competitive Health, Vision and Dental Insurance
  • 401k Retirement Plan (Includes employer match contribution)

Product Madness’ dedication to promoting diversity and inclusion is clearly reflected in all our content and across all our platforms.  Diversity is more than a commitment at Product Madness—it is in the core values of what we do.  We are fully focused on equality and believe deeply in diversity of age, disability, sex, sexual orientation, gender reassignment, maternity, marriage or civil partnership, religion, race and all the other fascinating characteristics that make us different.

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