IOANNIS (JOHN) PAPPAS - Production / Project Management / PX background,

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Work Background

ScopelyProducer

Sep. 2024 - Feb. 2025Barcelona, Catalonia, SpainResponsibilities: - Facilitating multi-disciplined pods to deliver the best for our players by creating and improving communication channels, celebrating successes, and always making sure we understand how and where our teams can improve. - Embedded in one of our pods and partner with the Feature Owners to deliver a wide variety of features and tools, taking these projects from concept to delivery and ensuring your team has everything they need to be successful. - Heavily involved in production, coordination, triage, and release planning. - Working directly with talented multi-disciplined feature teams to drive the best output and healthy team cultures. - Facilitating requirement gathering, identifying dependencies, and capacity planning within the team, partnering with the product team, the art team, as well as the wider senior game leadership team. Maintaining project status and progress so we can ensure teams capability to deliver to the player on time. - Maintaining and iterating on team processes such as retrospectives and sprint planning to keep the team healthy and contributing to the overall improvement of the studio. - Being an active member of the production team to improve how the whole game team operates. - Also acting as a facilitator between different disciplines during game-wide incidents (code red/yellow scenarios), in order to effectively and efficiently handle damage control, troubleshooting, status monitoring and help install prevention measures to avoid similar incidents happening again in the future.

ScopelySr. Manager, Player Experience

Jul. 2023 - Sep. 2024Barcelona, Catalonia, SpainResponsibilities (same as below, but...): -Holding a higher level of strategic influence and decision-making authority -Developing and refining long-term strategies and processes for player experience -Overseeing multiple teams or departments related to player experience, including managers -Setting higher performance standards and goals for the entire PX function -Mentoring/coaching managers and senior team members -Handling more complex and high-impact escalations and issues -Leading large-scale projects and initiatives with significant business impact -Providing high-level reports and insights to executive leadership -Identifying and capitalizing on new opportunities to enhance player experience -Driving cross-functional collaboration at a strategic level -Overseeing the implementation of advanced tools and technologies to improve player experience -Ensuring alignment of player experience strategies with overall business goals

ScopelyManager, Player Experience

Jan. 2023 - Jul. 2023Barcelona, Catalonia, SpainResponsibilities: -Lead the PX team to deliver exceptional player support -Manage team members and streamline operations across Customer Support, Community Management, and Content Creator programs -Quickly remove blockers to maintain productivity -Recruit and onboard new team members -Set OKRs/goals and ensure accountability for high performance -Mentor and coach team members for success and growth -Serve as the primary contact for player experience matters -Collaborate with cross-functional teams -Analyze player feedback to identify trends and improvement opportunities -Establish feedback pipelines to ensure player feedback reaches relevant teams -Coordinate with QA and Product teams to resolve bugs and issues -Review product specs and roadmaps to plan for support needs -Ensure efficacy of self-service resources like FAQs -Monitor and analyze KPIs and SLAs to drive improvement -Develop and implement efficient support processes -Keep the PX team updated on game content and best practices -Address escalated player issues promptly -Collaborate with community management to engage players and gather insights -Lead initiatives to improve player engagement, retention, and satisfaction -Conduct training sessions and workshops for the PX team -Implement feedback mechanisms to continuously improve player experience -Ensure compliance with company policies and industry standards -Provide regular reports on PX performance to leadership -Foster a positive team environment and encourage continuous learning -Develop and implement new tools and technologies to enhance player support -Lead projects to enhance player experience, such as community events -Own and implement PX strategies for assigned products -Work with product leadership to define the team's course and plans -Identify new opportunities for business impact -Own projects related to PX operations, tools, analytics, and integrations -Implement automation solutions to optimize workload and improve efficiency

ScopelySr. Player / Customer Support Lead

Sep. 2022 - Jan. 2023Barcelona, Catalonia, SpainResponsibilities (same as below, but...): -With more focus on improving/solidifying the relationship with our players on a deeper level by coming up with strategies or running initiatives with the goal to address their long-term concerns -Positively impacting retention and growth rates with more effectiveness by accurately and efficiently combining all/most efforts with our Community Management and Influencers teams -Deeper involvement and/or ownership of projects like system/tool planning and integrations, as well as mentoring others by providing guidance when needed and by sharing/surfacing practices that are best-in-class, in order to improve, simplify & evolve day-to-day operations with the goal of contributing in the alignment and upgrade/level-up of members across the same or different teams.

ScopelyPlayer / Customer Support Lead

Nov. 2021 - Sep. 2022Barcelona, Catalonia, SpainResponsibilities: -Serving as the Customer Support/Agent Product Owner for one or more Scopely games -Delivering actionable insights on customer support contacts to cross-functional teams -Coordinating with Quality Assurance and Product teams to identify and resolve game bugs -Reviewing product specifications and roadmaps to anticipate and plan for support needs -Ensuring the efficacy of self-service FAQ content for all assigned products -Monitoring customer support KPIs and SLAs to quickly identify and drive action on trends -Developing customer support processes and procedures for products under your purview -Keeping support teams up to date on game content and providing training material as needed -Reviewing the performance of support representatives and sharing feedback for improvement -Addressing ticket escalations as needed -Collaborating with development teams to improve game features and address player concerns -Conducting regular training sessions and workshops for support staff to enhance their skills and knowledge -Implementing feedback mechanisms to gather player insights and improve support services -Analyzing support data to identify areas for improvement and optimize support strategies -Ensuring a high level of player satisfaction by delivering exceptional customer service -Leading and mentoring support teams to foster a positive and productive work environment -Participating in the development and implementation of new support tools and technologies -Providing regular reports on support performance and player feedback to senior management -Ensuring compliance with company policies and industry standards in all support activities -Leading projects from the support side related to platform integrations or support function improvements

TeleperformanceGame Champion - Player Support Lead

Jun. 2018 - Mar. 2021Athens, Attiki, GreeceResponsibilities: -Educating and informing support representatives accurately about game-related issues and how to handle all player inquiries -Handling high-level escalations and ensuring prompt resolution -Managing communications for a specific game with the developer -Beta testing and efficiently reporting bugs and workarounds for upcoming content and existing features of the game -Monitoring the site’s overall performance and proposing actions to improve by targeting specific pain points in a measurable manner -Creating and delivering training material in collaboration with the Training department for gameplay and procedures -Running fun events internally or externally to keep the team’s motivation high -Taking part in the creation and maintenance of our knowledge base -Leading projects and initiatives like DMAIC, mentorship for new Game Champs, data-driven quarterly goals, alignment between partners, and pilot projects for new tools or procedures -Developing and implementing support strategies to enhance player satisfaction and retention -Analyzing player feedback and support metrics to identify trends and areas for improvement -Coordinating with cross-functional teams to ensure seamless support processes and efficient issue resolution -Conducting regular performance reviews and providing constructive feedback to support representatives -Staying updated with industry trends and best practices to continually improve support services -Managing and prioritizing multiple projects and tasks to meet deadlines and achieve team goals -Ensuring compliance with company policies and industry regulations in all support activities -Fostering a positive and collaborative team environment, encouraging continuous learning and development.

TeleperformancePlayer Support Specialist

Sep. 2017 - May. 2018Athens, Attiki, GreeceResponsibilities: -Supporting players for a leading mobile gaming company -Reporting feedback and bugs to the development team -Maintaining a high rating performance by creating the best possible experience for our players -Responding to player inquiries and resolving issues in a timely and professional manner -Providing technical support and troubleshooting assistance to players experiencing game-related issues -Monitoring and managing player interactions through various communication channels (e.g., chat, email, social media) -Escalating complex issues to higher-level support or development teams as needed -Assisting in the development and updating of support documentation and FAQs -Keeping up-to-date with game updates, patches, and new content to provide accurate information to players -Participating in regular training sessions to stay informed about game mechanics and support tools -Identifying and analyzing trends in player issues to proactively address potential problems -Contributing to a positive and supportive team environment -Providing insights and suggestions to improve overall player satisfaction and support processes

Phoenix ApartmentsOperations Manager

Oct. 2015 - Jul. 2017Edinburgh, Scotland, United KingdomResponsibilities: -Working on normal administration tasks (see previous role) -Supervising reception, bar, and housekeeping staff -Creating staff schedules based on the organization’s needs -Organizing social, music, and dancing events -Managing bookings, prices, and advertisements based on local annual events and market demands -Conducting financial reviews of the site and provide detailed reports to the owner -Suggesting directions and actions for improvement based on financial reviews -Ensuring compliance with health, safety, and hygiene standards -Overseeing inventory management and procurement of supplies -Implementing and maintaining quality assurance programs -Handling customer complaints and resolving issues promptly -Developing and implementing operational policies and procedures -Monitoring and analyzing guest feedback to improve services -Coordinating with maintenance staff to ensure property upkeep -Training and mentoring staff to enhance performance and customer service skills -Collaborating with marketing teams to create promotional strategies and campaigns -Managing budgets and controlling costs to maximize profitability -Ensuring efficient use of resources and optimizing operational workflows -Developing and maintaining relationships with local businesses and tourism organizations to promote the accommodation -Troubleshooting situations that were not addressed by normal policies and guidelines, with out-of-the-box thinking and adaptability

Caledonian BackpackersCustomer Service Administrator

Sep. 2013 - Sep. 2015Edinburgh, Scotland, United KingdomResponsibilities: -Handling day-to-day bookings, pricing, and advertisement tasks -Streamlining communication between front staff and housekeeping staff -Checking in customers, ensuring they have the best possible experience -Assisting the management in maintaining competitive prices on our booking system / calendar -Troubleshooting on-the-spot issues, in the event of system errors or double-bookings -Responding to customer inquiries and resolving complaints in a timely and professional manner -Maintaining accurate records of customer interactions and transactions -Coordinating with other departments to ensure a seamless customer experience -Providing support in the development and implementation of customer service policies and procedures -Training and supporting new customer service staff -Assisting with the preparation of reports and presentations for management -Monitoring and analyzing customer satisfaction metrics to identify areas for improvement -Supporting marketing efforts by providing customer insights and feedback