Project Manager, Customer Service

Fantasy Flight Games (FFG) is a pioneering publisher of hobby board and card games, including trademarked Living Card Games. Established in 1995, FFG has earned a reputation for its epic themes, immersive gameplay, and top-level components. Many of FFG’s most popular titles are based on beloved licenses such as Star Wars, Marvel, J.R.R. Tolkien’s The Lord of the Rings, and George R.R. Martin’s A Song of Ice and Fire.

In addition, FFG has its own iconic universes such as Arkham Horror Files, Terrinoth Legends, and Twilight Imperium. Throughout the course of the studio’s rich history, FFG has published games in over thirty languages and distributed to more than fifty territories. Fantasy Flight Games is a subsidiary of Paris-based Asmodee Group, a leading global publisher of tabletop games.

As the Project Manager, Customer Service, you will be responsible for overseeing Studio customer service operations, managing internal communication channels, and ensuring the successful execution of customer-focused projects. Your role will primarily involve monitoring customer inquiries, coordinating communication within internal teams, and streamlining workflows to ensure excellent service delivery. Strong project management expertise, exceptional organizational skills, and a customer-first mindset will be key to excelling in this role.

• Oversee customer service channels, including monitoring the Star Wars Unlimited and Fantasy Flight inboxes, and ensure timely responses to inquiries and requests.
• Act as a liaison between global Distribution Units (DUs), retailers, and internal teams to coordinate and deliver accurate communications as needed.
• Manage customer service projects, ensuring deadlines, resources, and deliverables are met effectively.
• Develop and implement strategies to improve processes and enhance customer satisfaction.
• Collaborate with cross-functional teams to identify and resolve customer issues, ensuring positive outcomes.
• Utilize project management tools to prioritize and organize tasks, track progress, and streamline workflows.
• Monitor and report on key performance metrics related to customer service initiatives and recommend improvements.
• Ensure consistency and alignment of messaging in customer interactions across communication channels.
• Stay informed on industry trends and best practices to continuously improve customer service operations.
• Facilitate shipping requests, including packing and receiving to external partners on site as needed both and in and out of the US.
• All other duties as assigned.

Position Skills & Qualifications

• Exceptional written and verbal communication skills.
• Customer service-oriented with a proven ability to build and maintain positive relationships.
• Strong organizational skills and attention to detail.
• Proficiency in Microsoft Office Suite and project management tools (e.g. , Outlook).
• Ability to manage multiple tasks simultaneously and work collaboratively within a team.
• Creative problem-solver with a proactive approach to resolving customer concerns.
• Experience in the board game industry is a plus.

Knowledge & Experience Requirements

• Bachelor’s degree in Business, Communications, or a related field.
• Proven experience in project management or customer service leadership roles.
• Strong background in coordinating cross-functional teams and managing customer-focused projects.
• Strong understanding of customer service ticketing tools like Zendesk.

Hesitant to apply because you don’t have all the experience or qualifications listed? Let us decide! The right candidate doesn’t always match up perfectly on paper. We believe that diverse perspectives and experiences bring fresh ideas and innovation to our team. If you’re passionate about this role and believe your unique background and skills could contribute to our mission, we’d love to hear from you!

• 22 Days of PTO Annually
• 12 Paid Holidays
• Competitive 401K Match
• Flexible & Hybrid Schedules
• Extensive Game Discounts
• $250 Annually in Game Bucks
• Mental Health Programs
• Virtual Healthcare Options
• Employee Assistance Program
• Employee Referral Program

At Asmodee, we care about the health and…