Eric Ippolito Email & Phone Number

San Mateo, California, United States

Lead a team who owns the end-to-end consumer journey from when a consumer encounters an issue to resolution.Manage all go-to-market readiness activities across Consumer Experience to ensure SIE Staff and Agents are prepared to support and understand changes to the platform, new products, and new games.Identify consumer friction points, and act as the.

San Francisco Bay Area

San Mateo, CA

• Lead a team of four Program Managers responsible for driving all customer support for PlayStation digital content (games, vouchers, video, live events) and subscription services (PlayStation Plus, Vue, and Now), with a.
• Accountable for end-to-end customer journey for over 1.7M annual contacts related to game, video, voucher, and subscription services.
• Responsible for creation and continuous improvement of customer-facing support materials including self-service tools, articles, videos, etc. that provide optimal consumer experience and deflect costs.
• Designed and continuously audited agent facing processes, training, and support materials.
• Oversee contact center vendors to ensure they deliver to Playstation’s customer success KPI’s.
• Provide business team with consumer insights that result in improved consumer experience and more scalable support solutions.

San Mateo, CA

• Provided strategic and operational direction to ensure internal customer service and outsourced contact centers were prepared for new PlayStation products (PS VR, PS4 Pro, et al.), services, and feature enhancements..
• Led all PlayStation Vue support activities which included explosive launch through device and feature expansions.
• Evangelized redesign of PS Vue service features for identifying “home location” in order to reduce the impact on customer support and subscribers. Location error contacts reduced from 49% to 15% of all contacts.
• Onboarded new contact center resulting in 20% improvement in the Customer Satisfaction (CSAT) score.
• Drove PlayStation VR support strategy in the first globally aligned launch. Led development of a single set of public-facing support content and training materials and trained other regions in use.
• Managed PlayStation Support site with 38M page views annually for Americas (English, Spanish, Portuguese).

San Mateo, CA

• Support World Wide Studios (WWS) production groups and their 45+ accounts and 1300+ titles annually through parental age ratings, cultural review, technical certification, and release processes. Led eight release and.
• Averaged 93% first-time pass rate through QA certification from 2010 - 2015.
• Led redevelopment of release processes for PlayStation 4 and Vita resulting in on-time delivery of launch-window titles.
• Established and managed PlayStation Mobile iTunes (iOS), Google Play, and Amazon AppStore (Android) publishing accounts.
• Selected to a committee focused on eliminating redundant functional testing that was also performed by publishers and refocusing on compliance-based testing for Sony certification. Reduced operational lead times from.
• Oversaw consolidation of leadership to a Global Release Manager position to reduce redundancy and improve communication globally.

Foster City, CA

• Supported release of 300+ titles annually by managing a team of release and compliance managers responsible for navigating approvals by internal QA, Entertainment Software Rating Board (ESRB), and final deployment.
• Oversaw development and delivery of training curriculum to 500+ game testers.
• Successfully proposed and led reorganization of Project Management group to focus on Release Management.
• Rebuilt processes for PlayStation 3 hardware launch resulting in on-time delivery of launch-window titles.
• Facilitated release management executive briefings for SCEA PlayStation 3 and PlayStation Network launch titles.
• Adapted processes and release plans during the transition from traditional physical manufacturing to digital distribution.

Foster City, CA

• Supported 90+ projects annually to gain approvals from Entertainment Software Rating Board and internal QA groups.
• Led a team of three project coordinators and one trainer.
• Oversaw training delivery to contingent testers. Coordinated QA milestone tracking.

Foster City, CA

• Prepared and submitted materials for review by QA and ESRB.
• Distributed defect reports.

Foster City, CA

• Oversaw team of 15+ contingent Game Testers. Constructed Test Suites.
• Project Lead for Emperor’s New Groove - Led staff, built custom test suites, reported risks