Lead agent training and quality programs for player-facing support: design onboarding, QA scorecards, coaching frameworks, BPO oversight, lifecycle and retention strategies, and KPI reporting to improve player satisfaction and agent proficiency.

The Director of Workplace Services will lead the North America team, ensuring operational effectiveness in facilities management while collaborating cross-functionally to meet studio needs and drive improvements.

Configure and maintain Zendesk routing, automations, triggers, forms, permissions, and Explore reports; integrate WFM tooling and AI features; enforce access controls; run change management and collaborate with Operations, WFM, Analytics, and AI teams to support large-scale player interactions.