Live Ops Producer, Data and Integration Services

Job Description

Blizzard Entertainment is looking for a talented and enthusiastic Producer to help us deliver on our Big Data strategy by joining the Battle.net & Online Products Data & Integration Services team.

The Battle.net & Online Products organization is home to 300+ superpowered engineers, product managers, project managers, and designers focused on building the technology that powers Blizzard Entertainment’s games. Whether you’re playing one of our titles, chatting with friends, visiting our websites, or just shopping online, B&OP ensures that our players are immersed in engaging, exciting, and secure experiences.

Our Data & Integration Services team maintains and delivers the pipelines by which all of our game titles and applications deliver business events and metrics to our long-term data storage for further analysis. This data is critical to our business as we look for trends across our entire player base to help business development, product management, and marketing efforts.

In the role of Live Ops Producer for this portfolio, you will work with customers inside and outside of Battle.net & Online Products to identify problems, field requests, and inquiries, manage communications, and ensure timely delivery and adherence to SLAs. You will also act as the project manager for our live ops team and ensure proper escalation to other data teams as necessary.

Our ideal candidate is a seasoned producer or project manager with prior experience managing successful live services and operations. You have great communication and organizational skills, love documentation, and know how to make schedules line up. You’re a team player who knows how to balance business-critical needs with ongoing development work.

RESPONSIBILITIES

• Participate in the first line of defense on-call support to triage and coordinate efforts of internal and external parties to help drive live issues and outages to resolution.
• Manage the daily tracking of all engineering tasks so that schedules are maintained and adjusted accordingly.
• Partner with engineering and product leadership to ensure project goals, objectives, milestones, and deliverables are achieved.
• Act as a champion for timely responses, support, and delivery for customers of the data platform.
• Proactively identify and mitigate risks to your schedule.
• Become the go-to person for teams inside and outside of Battle.net & Online Products for data platform service concerns.
• Quantitatively measure operational success and data health metrics and utilize that data to evaluate and improve the live ops process.
• Influence beyond Battle.net & Online Products by driving alignment of priorities and timelines with teams across Blizzard.
• Contribute to sustaining a healthy team culture, built around Blizzard values.

REQUIREMENTS

• Bachler of Art or Science in a technical field (or equivalent experience).
• Minimum 5 years of production or project management experience.
• Previous experience in live operations or product support capacity.
• A commitment to quality and customer satisfaction.
• Strong written and verbal communication skills.
• Excellent facilitation and organizational skills.
• Knowledgeable in process establishment and continuous improvement.
• Experience weighing competing needs and the ability to make trade-offs and tough calls quickly.

PLUSES

• PMP, CAPM, or other project management certification.
• Hands-on experience with data products such as Elasticsearch, Cloudera, Hadoop, Hive, Impala, and/or Hue.
• Hands-on experience with visualization systems such as Kibana, Grafana, or Tableau.
• Previous experience with AWS, Google Cloud, or similar.
• Expertise in JIRA, Confluence, or similar team collaboration applications.

Blizzard Entertainment is a global company committed to growing our employees along with the business. We offer generous benefits and perks with an eye on providing true work/life balance. We’ve worked hard to foster an intensely collaborative and creative environment, a diverse and inclusive employee culture, and training and opportunity for professional growth. Our people are everything. Our core values are real, and our mission has never changed. We are dedicated to creating the most epic entertainment experiences...ever. Join us!