Product Manager (Player Support Tools)

At the core of Epic’s success are talented, passionate people. Epic prides itself on creating a collaborative, welcoming, and creative environment. Whether it’s building award-winning games or crafting engine technology that enables others to make visually stunning interactive experiences, we’re always innovating. Being Epic means being a part of a team that continually strives to do right by our community and users.

The Player Experience Team at Epic Games is developing innovative processes and tools for Players and Support Agents. We’re making it easier and faster for Players to get support and solve issues themselves, and we make it easier and faster for Agents to analyze and solve the Player's issues for a growing portfolio of products.

As a Product Manager in the Player Experience team, you will manage development initiatives for our product Player Support Tool (PST). You will utilize your creative, technical, and analytical abilities to clearly communicate your product vision, discover, research, and define new features and opportunities, collaborate with the development team on implementing them and manage and support live operations. You will have a critical role in maturing the products to solve the problems of millions of players and helping thousands of agents to work more efficiently and productively.

In this role, you will:

• Drive efficiency improvements by automating or reducing the required manual labour for support processes executed via PST.
• Support the development team on a daily basis and throughout all stages of the process, including providing comprehensive software specifications and instructions, hands-on assistance during the testing of Alpha and Beta versions, managing rollouts, and guiding end users on best practices.
• Monitor the adaptation of new features following production deployments.
• Collaborate and effectively communicate with stakeholders in cross-functional teams to gather and specify their product requirements, explain existing product designs, features & roadmaps, and explore and refine new features and design options.
• Own and continuously manage an active backlog by prioritizing the needs of both internal and external stakeholders on a daily basis.
• Ensure that the appropriate features are well specified, developed or adjusted at the right time, maintaining focus on their required priority and scope.
• Engage continuously and closely with the end users of PST to gain a thorough understanding of their workflows and evolving requirements.
• Aim to provide a high-quality, modern tool that is efficient, user-friendly, and reliable, while adhering to the latest Epic design principles.

What we’re looking for:

• 5+ years of Product Management experience in live operation & support products.
• A demonstrated track record of delivering incremental, meaningful improvements to tools, content, or processes to customers or users.
• Experience in successfully integrating large language models (LLMs) or developing online safety products is advantageous.
• Someone who is versed and familiar with software development lifecycles, working with APIs and system integrations, manage and prioritize sprints, and act as product owner for the development team.
• Experienced in leading innovative, complex products involving regulatory requirements, and adept at working with legal, compliance and policy teams towards shared outcomes.
• Demonstrated ability to contribute in a fast-paced, collaborative team environment.
• Skilled in defining and tracking success metrics that matter, and comfortable working with data tools to support your understanding.
• Experienced in advocating for the needs of your customers and users, with excellent communication and presentation skills.

We pay 100% for benefits except for PMI (for dependents). Our current benefits package includes pension, private medical insurance, health care cash plan, dental insurance, disability and life insurance, critical illness, cycle to work scheme, flu shots, health checks, and meals. We also offer a robust mental well-being program through Modern Health, which provides free therapy and coaching for employees & dependents.

Epic Games spans across 25 countries with 46 studios and 4,500+ employees globally. For over 25 years, we’ve been making award-winning games and engine technology that empowers others to make visually stunning games and 3D content that bring environments to life like never before. Epic's award-winning Unreal Engine technology not only provides game developers the ability to build high-fidelity, interactive experiences for PC, console, mobile, and VR, it is also a tool being embraced by content creators across a variety of industries such as media and entertainment, automotive, and architectural design. As we continue to build our Engine technology and develop remarkable games, we strive to build teams of world-class talent.

Epic Games deeply values diverse teams and an inclusive work culture, and we are proud to be an Equal Opportunity employer.