Community Operations Manager

3 weeks ago

Philippines Side Full time

Join to apply for the Community Operations Manager role at Side .

Description

Side (formerly PTW) is a global video game development and services provider, offering technical and creative solutions to many of the largest developers and studios around the world. Founded in 2009 and drawing on 30+ years' experience from our parent company in Japan, Side has since grown to become a global force with 20 studios in 14 countries across North America, Europe, South America, and Asia.

Our industry-leading services include game development, art production, audio production, quality assurance, localization, localization QA, player support, community management, and datasets.

Help us bring stories to the world Join a global team of passionate gamers and contribute to delivering unforgettable game experiences.

For more information, visit

About DUBS

DUBS is a rapidly growing mobile app built to connect gamers worldwide through seamless group finding (LFG), chat, and real-time community features. Our core audience is gamers, with a focus on younger and diverse communities. DUBS aims to provide a safe, inclusive, and engaging environment for users to connect, play, and share.

The Role

We are looking for a hands-on Community Operations Manager to lead support and engagement services for the DUBS app. This role involves scaling community presence, fostering participation and retention, and managing a team of 9–12 Player Support & Moderation staff, including a Team Leader and Tier 2 roles.

You will build a user experience rooted in empathy, responsiveness, and community culture, while maintaining operational excellence and supporting DUBS’ growth, initially in North America with future international expansion.

Key Responsibilities

  • Lead Community Operations: Manage and scale a team of community moderators and support agents, ensuring excellent service across all channels and shifts.
  • Drive Community Engagement: Design and implement programs to increase user participation, satisfaction, and retention.
  • Coach & Develop: Mentor your team, fostering a performance-driven culture.
  • Relationship Management: Build relationships with VIP community members, creators, and influencers.
  • Cross-Functional Collaboration: Work with Product, Marketing, and Publishing teams to align community strategies.
  • Platform Oversight: Manage in-app lobbies, chat channels, and app store reviews.
  • User Insights & Reporting: Collect and analyze feedback and KPIs to improve user experience and operations.
  • Escalation & Incident Response: Lead during content launches or incidents, escalating issues as needed.

Requirements

Must Have

  • 3+ years in community management, operations, or digital support for games, tech, or entertainment.
  • Proven leadership managing community moderation and support teams.
  • Experience with live service operations and real-time responsiveness.
  • Strong background handling user safety and online issues.
  • Familiarity with Zendesk, Community Sift, analytics dashboards.
  • Understanding of gaming and social mobile apps, including iOS and Android troubleshooting.
  • Flexible availability for a 24/7 team, primarily in Pacific Time.
  • Excellent communication and collaboration skills.

Nice to Have

  • Experience with younger gaming demographics.
  • Experience scaling support teams internationally.
  • Background in influencer or creator community management.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Management and Manufacturing
Industries
  • Computer Games

This job is active and accepting applications.

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