1. Role Summary
We are seeking a pioneering leader to drive the AI industrialization of our Global Game Publishing ecosystem. The Head of AI Business Solutions & Customer Experience will lead a dual mandate:
• AI for Publishing Efficiency: Architect and deploy AI solutions across the entire publishing value chain including Localization, Content Moderation, Art Production, and Data Analytics to maximize global operational efficiency.
• Next-Gen Customer Experience: Re-engineer the player support system into an AI-native, proactive engagement model. This role requires a unique fusion of Generative AI technical expertise and deep knowledge of the Game Publishing lifecycle.
2. Key Responsibilities
1. AI-Reconstructed Customer Experience (CX)
• Autonomous Support Agents: Move beyond simple FAQs. Deploy advanced AI Agents capable of handling complex account issues, technical troubleshooting, and payment inquiries with human-like reasoning.
• AI Knowledge Base & Evaluation Pipeline:Dynamic Knowledge Management (RAG): Architect a AI-driven Knowledge Pipeline to ensure the support system automatically ingests latest updates to provide accurate, up-to-the-minute responses, eliminating information lag.Automated QA & Evaluation: Establish an "LLM-as-a-Judge" framework to serve as the quality auditor. Build automated pipelines where superior AI models evaluate the accuracy, tone, and empathy of interactions generated by Tier-1 agents (both human and AI), replacing manual QA sampling with 100% coverage.
• Proactive Player Service: Shift from reactive support to proactive care. Use predictive AI models to identify players at risk of churn or those experiencing technical bugs before they file a ticket, triggering automated outreach or compensation.
2. AI-Driven Global Publishing Infrastructure
• Automated Content Moderation (Trust & Safety): Design and train multimodal AI models (Text/Vision/Audio) to automate content moderation for in-game chats and community platforms. Ensure 99%+ accuracy in detecting toxicity, hate speech, and sensitive content across different cultures and regulations.
• Intelligent Localization (L10n): Lead the development of LLM-based localization pipelines. Implement context-aware AI translation tools to accelerate multi-language adaptation while maintaining the nuances of game lore and character tone, significantly reducing time-to-market for global updates.
3. AI Analytics & Market Sentiment
• Global Sentiment Analysis: Build AI-powered "Social Listening" systems to monitor global player communities (Discord, Reddit, Twitter, etc.) in real-time. Use LLM and cloud infra to detect emerging PR crises, player feedback trends, and patch reception.
• Data-Driven Decision Making: Utilize AI to synthesize complex publishing data to provide strategic recommendations for regional publishing strategies.
3. Job Requirements
Industry Experience:
• Global Game Publishing: Extensive experience in the gaming industry with a deep understanding of the full publishing lifecycle (Loc, QA, Community, CS, UA).
• Operational Leadership: Proven track record of managing complex, cross-functional operations in a multinational environment.
Technical & AI Expertise:
• Applied AI Implementation: Hands-on experience or deep strategic familiarity with deploying Generative AI in business workflows (e.g., LLMs for translation, AIGC for images, NLP for sentiment).
• Tech-Savvy: Familiarity with data pipelines, API integrations, and the technical constraints of AI models (latency, cost, accuracy).
Core Competencies:
• Innovation Strategy: Ability to spot opportunities where AI can replace manual labor in the publishing chain (e.g., "How can we use AI to speed up the translation of 500k words of game text?").
• Cultural Intelligence: Understanding the nuances of global markets (e.g., how "Content Moderation" rules differ between SEA, EU, and NA) and training AI models to respect these differences.
