Associate Director, Customer Experience (Gaming)

TL;DR

Associate Director, Customer Experience (Gaming): Designing and executing the strategy for onboarding, training, and quality assurance of player-facing agents with an accent on BPO management and performance standards. Focus on building scalable QA frameworks, data-driven coaching, and optimizing the agent lifecycle to ensure high-quality player interactions.

Location: In-office, New York City (Downtown Manhattan)

Salary: $116,000 — $145,600 per year

Company

hirify.global is a world-class entertainment studio creating some of the most rewarding and large-scale creative projects in the industry.

What you will do

• Design and improve agent training, including onboarding, upskilling, and product launch readiness.
• Own the quality assurance framework, including scorecards, evaluation criteria, and calibration processes.
• Build a data-driven coaching framework and audit BPO coaching quality to drive performance.
• Manage BPO agent quality and compliance, holding partners accountable for training and QA outcomes.
• Define the agent lifecycle framework, covering onboarding standards, career pathing, and retention.
• Track and report on key quality and training KPIs, including Player Satisfaction and Time-to-Proficiency.

Requirements

• 8+ years in Customer/Player Experience or Contact Center Operations.
• 5+ years leading Training, QA, or CX Performance teams at scale.
• Experience managing senior individual contributors or teams in QA and agent enablement.
• Proven experience building scalable programs across BPO/outsourced workforces across time zones.
• Expertise in designing quality frameworks, scorecards, and calibration processes.
• Strong analytical skills using CX metrics like CSAT, NPS, and FCR to drive decisions.

Nice to have

• Experience in gaming, entertainment, or digital-first consumer environments.
• Knowledge of AI-driven QA, real-time quality monitoring, or speech/text analytics.
• Familiarity with skills-based routing models and agent skill taxonomy.
• Omnichannel support experience (chat, email, phone, social).
• Bachelor's degree or equivalent experience.

Culture & Benefits

• Inclusive, highly-motivated environment collaborating with the industry's top talent.
• Opportunity to work on prestigious, world-class creative projects.
• Comprehensive package including medical, financial, and other corporate benefits.
• Commitment to equal opportunity, dignity, and respect in the workplace.