Glu Mobile

The Context

Glu Mobile gave me a close-range view of player expectations. Working inside customer experience and VIP operations taught me how service quality, responsiveness, and trust shape retention, revenue, and long-term brand sentiment.

Contribution & Scope

• I designed high-touch support and engagement programs for high-value player cohorts where quality and speed were both visible and consequential.
• I worked inside operations and service workflows where player sentiment translated directly into business risk or upside.
• I built an operational understanding of how experience quality affects long-term value, not just short-term satisfaction.

Outcome & Impact

• I reduced churn through proactive outreach and stronger service design for players whose expectations were high and immediate.
• I managed relationships tied to a meaningful share of in-app revenue, making empathy and execution commercially relevant every day.
• I built the practical player empathy that later strengthened how I approached production, monetization, and live-ops leadership.