Game Producer, Live Operations

Full Time Job
Game Producer, Live Operations, New World: Aeternum

Amazon is all-in on games, and our mission is to be the most customer-obsessed company in the industry. At Amazon Games, we have a proven track record of creating captivating games like New World: Aeternum and publishing successful titles such as Lost Ark. Presently, we are actively engaged in the publication of several highly anticipated titles, including Throne and Liberty, Blue Protocol, and Tomb Raider.

Amazon Games is currently looking for a skilled and driven Live Operations Producer to join our New World: Aeternum team. As part of this role, you will collaborate closely with our New World: Aeternum developers, Amazon Games Operations, Security, and Services teams. We are seeking someone who is talented, motivated, and ready to contribute their expertise to our organization.

You will assist department leadership with live event management, scheduling, prioritization and implementation of changes to the live game, and interacting with players in various ways. You will have great communication and prioritization skills with a clear focus on providing the best possible customer experience. The ability to be self-directed, while still providing excellent service to partners, is critical.

Key job responsibilities
- Work closely with Production, Release Management and leadership to establish, execute, and review the operations plan for a live service game, available on PC and console.
- Identify, collaborate, and provide product level decisions and support for multiple teams including community, customer support, marketing, localization, services, Network Operations Center, and external teams
- Maintain daily and weekly communications between external and internal stakeholders and track outstanding tasks. Manage and track live operations across QA, PTR, and live environments.
- Be one of the first line of on-call supports to coordinate solutions for internal and external services
- Control and implement configuration change management for production environments
- Primary investigation, collection, prioritization, tracking, and driver of customer-reported issues to resolution/closure including appropriate escalation of live issues
- Review available data and feedback to identify areas of improvement with product performance and revise tactics based on the review. Report and communicate weekly KPI results, progress toward long term goals, near term tactics and long term strategy for ensuring targets are hit.
- Proactively mitigate risks and help reduce product's exposure to classic failure modes (e.g., requirements not sufficiently understood, ineffective cross-team collaboration, insufficient testing).

About the team
Amazon Games applies the principles of Amazonian culture to the world of game design. We have a diverse team of talented, creative people pairing their love of making games with the unique strengths that come with being part of Amazon. Across all of our teams and locations, we are united by a common purpose: to share great gaming experiences with customers around the world. We believe in a future where everyone is a gamer and everyone can create, compete, collaborate and connect through games, and we are looking for the right people to help us build that future. With the power of Twitch and AWS at your fingertips, you will have the chance to innovate in gameplay, creativity, marketing, and technology, while working alongside some of the smartest and most creative minds in the industry.

Qualifications

- 3 years of Games Industry (supporting title Development, Release, or Live Ops) experience
- 3 years as a publishing producer running live game services and managing all aspects of player lifecycle for a game at scale
- 3 years of production experience with PC and Console games
- Bachelor's Degree or equivalent experience