Contract Length: 18 months

Work Location: Hybrid WFH (must be local to the Greater Seattle Area)

Work Hours: Fulltime

Our client game studio is seeking an experienced Release Manager to help develop and execute their support release management using consistent, repeatable processes. Support delivers daily experiences that create lifetime fans through inclusion, empowerment, learning, and growth.

In this role, you will collaborate with teams responsible for multiple game titles for their Sci-Fi FPS franchise. You will be essential in ensuring support is prepared by partnering with their Production, Development, and Infrastructure teams; driving and communicating their workback schedule to ensure player content, agent readiness and support tool needs are in order.

The ideal candidate will understand the game development cycle and be process-oriented. They must be able to keep cool under pressure, think critically, investigate issues with stakeholders from a variety of different business units, and understand the unique planning needs of a support team and players.

Responsibilities:

  • Collaborate closely with Technical Writer, Service Delivery, and Agent Experience leads to ensure all workstreams are on track to deliver world class customer experiences for every feature and game release.
  • Review new features and capabilities in the pipeline prior to release to proactively identify experience risks that may drive support incidents.
  • Work with relevant teams to ensure support readiness for new product features and capabilities.
  • Track existing game issues, identify which issues will be impacted by a release, and work with the Support team and partners to ensure timely follow-up on player tickets.
  • Help develop process documentation and identify opportunities for improvement.
  • Create and manage communications and provide them in a consistent, reliable manner.
  • Provide detailed analysis of where problems exist and offer solutions.

Keywords provides a competitive compensation package, good benefits and a casual, fun, productive and supportive working environment. We empower people to perform to the best of their ability with our “can do” attitude. We appreciate and embrace flexibility and learn at every opportunity to grow ourselves through experience, training and tackling new challenges. This is what makes us Keywordians.

Requirements

  • 4 years of experience in Release or Project Management
  • Game development cycle and release experience
  • Experience with ADO/TFS
  • Data analysis experience
  • Proficiency with Microsoft Teams, Outlook, Excel, PowerPoint, Word, SharePoint, Project, Office 365

Bonus

  • Bachelor’s or AA degree in relevant field
  • Familiarity with Xbox Consoles, Steam, and PC gaming
  • Experience with Zendesk

Workspace Requirements

  • Private workspace where no other household occupants or visitors may hear meetings or conversations
  • Screen/workstation that is not visible to others in the household nor is it visible to others outside the home
  • Strict adherence to NDA (non-disclosure agreements) and all confidential information with understanding of game launch privacy.

Benefits

At KeyWords we provide all our contingent workforce with:

  • Paid Time Off (including sick days and holidays)
  • 401k (3% matching)
  • Medical, Dental and Vision benefits
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