Subscriptions Propositions & Experience, Associate Manager



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PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation®5, PlayStation®4, PlayStation®VR, PlayStation®Plus, acclaimed PlayStation software titles from PlayStation Studios, and more.

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Subscriptions Propositions & Experience, Associate Manager
San Mateo, CA or Remote, US (West Coast preferred)

Our team operates within the wider Services Commercial group who are dedicated to driving growth of PlayStation’s subscription services. This wider group strives to improve new subscriber acquisition, maximize subscriber retention and provide a compelling reason for people to return to the service year after year. Our products, PlayStation Plus and PlayStation Now, are critically important to PlayStation’s vision and strategy. PlayStation Plus is subscribed to by the majority of PlayStation users and PlayStation Now has seen huge growth since re-launching in October 2019.

This role specifically sits within the ‘Customer’ team who are accountable for bringing together a wide variety of partners (Marketing, Communications, PR, Merchandising, Product, Engineering) and driving a cohesive approach to the customer experience (both on and off console). We strive to ensure that every PlayStation subscriber gets the most out of their membership, has an enjoyable and fun experience, can access their benefits easily and develops a loyalty with us which makes them want to maintain their subscription in the years to come.

We’ll need someone with ambition, ideas, a can-do attitude, and the ability to see things through the eyes of the customer to achieve our challenging vision. You will be joining a sub-team purely focused on developing the user experience and optimizing customer journeys. What does that mean? You’ll be responsible for building out, updating and understanding our ongoing product roadmap (from a requirements' perspective), getting out in front of any new regulations across the globe that impact Subscriptions and working on detailed recommendations for new customer journeys (both on and off console) – drawing inspiration from other subscriptions and gaming competition, and focusing on using our wealth of customer data to drive decision making.

The Customer team are on a growth journey – We’re expanding our team significantly, and we want you to help us with that journey!

What you’ll be doing:

  • Helping deliver requirements for new Subscriptions Product Development
  • Building strong relationships with our design, engineering and project management colleagues, helping to bridge the gap between Business and Engineering
  • Understanding, articulating and owning our business requirements for new product development
  • Optimizing the User Experience
  • Creating detailed requirements for optimization of customer journeys for PlayStation Subscribers, that could be improving the onboarding flow, creating loyalty driving touchpoints or reaffirming benefits to customers as part of the cancellation process
  • Using customer data to understand where customers are struggling to use their subscriptions, finding the cause of that struggle and detailing that in actionable requirements for our delivery teams
  • Getting ahead of new regulation
  • Working closely with our legal and business affairs team to understand potential future changes in regulation which may affect our business and planning to mitigate those
  • Articulating the challenges, scoping the impact and communicating that to all levels of audience from technical to executive

What we are looking for:

  • At least 4 years of experience focused on optimizing a customer’s digital experience
  • Experience working with digital designers, developers and product owners
  • A tenacity to understand your product, not just how customers use it, but how it works behind the scenes
  • A data-led approach, comfortable with measurement and interpreting analysis
  • A customer first mentality – If it doesn’t lead to positive customer experiences – you don’t like it!
  • A desire to push yourself and show your value to the business
  • Skills in Excel and PowerPoint
  • Bonus: Subscriptions / Gaming background or understanding


Equal Opportunity Statement:

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy or maternity, trade union membership or membership in any other legally protected category.

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.

PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.


Date posted: 2022-07-23