Director, Community Management & Player Experience - Midcore Division

Scopely is looking for a Director, Community Management & Player Experience to join our Midcore division in the UK, Spain, Ireland or Portugal on a hybrid or remote basis.                    

At Scopely, we care deeply about what we do and want to inspire play every day - whether in our work environments alongside our talented colleagues or through our deep connections with our communities of players. We are a global team of game lovers who are developing, publishing and innovating the mobile games industry, connecting millions of people worldwide daily.                

We are seeking a Director of Community Management & Player Experience (PX) to drive our Midcore division’s efforts in deepening player relationships, building creator ecosystems, and delivering exceptional customer service experiences across MARVEL Strike Force, Star Trek Fleet Command, and WWE Champions.

This is a highly collaborative, division-level leadership role overseeing the strategic and operational direction of community management, organic creator programs, player support, and player experience health. The Director will be responsible for partnering across game teams and centralised Community & PX functions, ensuring adoption of Scopely-wide best practices while tailoring solutions to the unique needs of each game and its player base.

What You Will Do

While the role includes oversight and fluency in Customer Support and PX operations, its core mandate is to set the gold standard for community leadership in midcore genre live-service gaming. This leader will set the bar for what world-class community strategy looks like - partnering with game teams to architect channel frameworks, grow creator ecosystems with measurable impact, and deliver vibrant, high-signal player engagement at a global scale. From vision to execution, this role will ensure that our communities aren’t just well-managed - they’re benchmarks in reach, vibrancy, and resonance.

• Unify community strategy stakeholders across Star Trek Fleet Command, MARVEL Strike Force, and WWE Champions, ensuring scalable and effective approaches tailored to each game’s community dynamics and business goals.

• Drive organic channel growth and engagement across Discord, YouTube, Facebook, Reddit, Twitch, and other key platforms, while improving content reach, sentiment, and creator program impact.

• Evaluate, scale, and evolve creator and ambassador programs, with a focus on Twitch streaming strategy, creator code implementation, promo code usage, and platform-specific automation to support scale.

• Support product teams in rollout and release planning, ensuring that communication strategies are structured to drive player sentiment, retention, and long-term trust.

• Manage and advise on player sentiment strategy, including proven approaches to mitigating toxicity, creating safe feedback spaces, and turning negative engagement into constructive, high-signal input loops.

• Collaborate with game team and central partners to align on tone, messaging, content cadence, platform usage, and response protocols, bridging local game needs with company-wide community and PX standards.

• Partner cross-functionally with Marketing, Growth, and Product teams to align community initiatives with product milestones, feature releases, and broader business goals.

• Provide hands-on support and strategic guidance to Community and PX teams, helping to identify gaps, launch initiatives, overhaul legacy systems, and improve execution quality.

• Support Customer Service and Player Experience leaders in defining the right tools, workflows, and insights to maintain high standards of support quality, responsiveness, and sentiment improvement.

• Act as a key liaison between studios and central PX/CM, representing divisional needs upward and advocating for scalable central solutions that meet the realities of midcore operations.

• Define and track metrics that link community health and sentiment to product performance, establishing KPIs and reporting structures that inform product and publishing decisions.

• Influence without direct authority, managing dotted-line relationships and building cross-functional alignment across a diverse, distributed team of stakeholders.

What We're Looking For

• Extensive experience in community management, player engagement, or live service publishing for mobile or F2P games.

• Proven success scaling and transforming community ecosystems across Discord, Reddit, YouTube, Twitch, and other platforms—ideally within midcore or strategy/RPG genres.

• Experience designing and operating creator support systems, including Twitch-specific strategy, creator codes, promo code fulfillment, and automated tooling for scale and reporting.

• Demonstrated ability to navigate and turn around community toxicity, manage crisis communications, and build trust momentum through transparency and structured engagement.

• Strong familiarity with the tools, tone, and best practices that resonate with midcore audiences, including the cadence of liveops-aligned community content.

• Experience supporting game teams in release planning and player comms, optimizing messaging strategies for retention and sentiment impact.

• Deep cross-functional experience partnering with Marketing, Growth, and Product teams to craft community strategies that support both player needs and business outcomes.

• Strong grasp of PX/CS operations with experience supporting multi-game service organizations.

• Exceptional communication, stakeholder management, and influence skills—comfortable operating in matrixed and ambiguous environments.

• Analytical mindset with the ability to define KPIs, evaluate performance, and tie community and PX initiatives to tangible product results.

• A player-first advocate who can balance the needs of the business with the expectations and voice of the community.