Senior Community Manager

About the role

You will own the relationship between the studio and the player community for the Marvel Strike Force team, acting as the definitive voice of the game in every community channel and the voice of the community inside the studio. You will serve as a trusted advisor on player experience for Product and studio leadership, ensuring player perspectives are central to strategic decisions. You will drive player communication strategy for major launches, sensitive topics, and high-impact player moments, delivering honest and transparent messaging across multiple formats. This includes communicating about bugs, known issues, and incidents with clarity and accountability, not just announcements. You will own the strategy, health, and continuous improvement of community initiatives and player programs designed to build belonging and strengthen player-to-player connection. You will partner proactively across the studio and with external partners throughout feature development, launches, and feature releases to ensure player needs are represented early. When the studio acts on player feedback, you will close the loop and ensure the community knows they were heard and valued.

Key facts

What you'll do

• Engage with players (F2P, RCs & VIPs alike) daily across all of our community channels, setting the standard for authentic, high-quality player engagement.
• Turn community sentiment, emerging trends, and actionable feedback into strategic insights and recommendations that help shape product decisions, focusing on what players are feeling, why, and what we should do about it.
• Drive player communication strategy for major launches, sensitive topics, and high-impact player moments, while creating and delivering player communications across multiple formats, including blogs, videos, social media, and in-game messaging.
• Own the strategy, health, and continuous improvement of community initiatives, campaigns, and player programs that build belonging and player-to-player connection.
• Partner proactively across the studio and with our partners throughout feature development, launches, and feature releases to ensure player needs are represented early and every player-facing moment lands well.
• Close the loop: when the studio acts on player feedback, make sure the community knows it was heard and how their input influenced outcomes.
• Mentor Community Managers by sharing knowledge, improving processes, raising communication standards, and helping the team grow.
• Analyze community data and engagement patterns to identify opportunities for improvement and measure the impact of community initiatives over time.
• Collaborate with cross-functional teams including Marketing, Product, Live Ops, CRM, and Player Experience to align community strategy with business and player goals.
• Represent the community through written, video, and live communication formats, adapting tone and style to suit different audiences and situations.
• Support the development and execution of community events, challenges, and initiatives that encourage positive player behavior and long-term retention.
• Act as a escalation owner for community-related risks and issues, coordinating with internal stakeholders to resolve concerns efficiently and transparently.
• Maintain a deep understanding of the game systems, meta trends, and player journey to provide contextually relevant communication and insights.
• Champion a player-first mindset in all decisions, ensuring community perspectives are integrated into the product and marketing lifecycle.
• Document community processes and best practices to enable consistency and scalability across community channels.
• Contribute to the broader Live Games community strategy by sharing learnings and advocating for community-led improvements.

Requirements

• 5+ years of experience in community, social, or player engagement.
• Experience managing community programs for live-service games.
• Strong judgment in player communication, prioritization, and escalation handling.
• Experience collaborating cross-functionally with Marketing, Product, Live Ops, CRM, and/or Player Experience.
• Strong written and editorial instincts with the ability to adapt tone to different player situations.
• Experience translating player sentiment into actionable recommendations.
• Data-informed mindset with experience using engagement and feedback signals to improve outcomes.
• Strong organizational skills and ability to manage multiple priorities in a fast-paced live environment.
• Ability to write clearly and effectively in English for both internal and external audiences.
• Willingness to work within the stated location guidelines for Canada and Mexico City as defined in the job details.
• Capacity to work collaboratively in a remote or hybrid environment while maintaining strong communication standards.
• Commitment to representing Scopely and Marvel Strike Force with professionalism in all community interactions.
• Willingness to participate in after-hours community activities when necessary to support global player needs.
• Understanding of live game communication principles, including transparency during incidents and updates.

Nice to have

• Experience with large midcore, live-operated F2P mobile games.
• Strong collaborative approach with Marketing, Product, and Player Experience partners.
• Experience supporting creator programs and community-led content initiatives.

Practical notes

Please ensure that the résumé/CV you attach is written in English.