Summary
Overview
Work History
Skills
Websites
Certification
Timeline
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Naya Bonfiglio

Las Vegas,NV

Summary

Experienced Project and Operations Leader with 9+ years in the gaming and tech industries, specializing in live game support, cross-functional team leadership, and Agile project delivery. Proven record in launching global workflows, driving automation and AI adoption, and fostering seamless collaboration across production, design, and engineering teams. Certified Scrum Master with a passion for delivering exceptional player experiences and scalable operational solutions.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Project Manager, Customer Support Ops

Applovin (Machine Zone)
01.2022 - 10.2024
  • Spearheaded workflow unification across US, China, and Eastern Europe for seamless game support and launches
  • Grew automation adoption to 50% by implementing Helpshift automation processes
  • Led Agile ceremonies across data, CS, and applications teams, improving delivery timelines and reducing scope creep
  • Introduced AI tools for process documentation and FAQ delivery, improving team efficiency
  • Regularly conducted risk assessments and stakeholder updates, fostering trust across leadership

CS Manager, Operations

Applovin (Machine Zone)
05.2020 - 01.2022
  • Built and managed a 25-person CS team across VIP, Legal, Incident, and Contractor pipelines
  • Partnered with GMs, producers, and LiveOps on incident resolution practices and VIP experience strategies
  • Led Atlassian tool integrations and internal project tracking improvements

CS Operations Supervisor

Applovin (Machine Zone)
10.2019 - 05.2020
  • Mentored a team of 8 Ops Specialists supporting 5+ game titles with 24-hour coverage
  • Improved morale and retention in the Las Vegas branch through local initiatives

Live Ops Manager - The Walking Dead: RTS

Scopely, Inc.
01.2018 - 03.2019
  • Designed multi-week in-game events and campaigns that increased player engagement 8-12%
  • Refined tentpole features and coordinated localization processes for live event releases

Game Support Manager - Scopely Portfolio

Scopely, Inc.
07.2017 - 01.2018
  • Developed KPIs across multiple titles; quantified CS impact on retention and revenue
  • Championed support readiness for new title launches

Senior Customer Support Lead

Scopely, Inc.
08.2015 - 07.2017
  • Managed teams of 20-40 agents across titles like TWD:RTS and WWE Champions
  • Partnered with Legal/Execs on high-stakes responses and anti-cheat initiatives

Skills

  • Agile Project Management (Scrum, Kanban, Hybrid)
  • Jira & Asana Admin
  • Mondaycom
  • Confluence
  • Change Management & Process Optimization
  • LiveOps & Incident Response
  • Cross-Studio Launch Operations
  • AI/Automation Strategy
  • Stakeholder Communication
  • Global Team Leadership (US, EU, China)

Certification

Certified Scrum Master (CSM), Scrum Alliance, 2018-Present

Timeline

Project Manager, Customer Support Ops

Applovin (Machine Zone)
01.2022 - 10.2024

CS Manager, Operations

Applovin (Machine Zone)
05.2020 - 01.2022

CS Operations Supervisor

Applovin (Machine Zone)
10.2019 - 05.2020

Live Ops Manager - The Walking Dead: RTS

Scopely, Inc.
01.2018 - 03.2019

Game Support Manager - Scopely Portfolio

Scopely, Inc.
07.2017 - 01.2018

Senior Customer Support Lead

Scopely, Inc.
08.2015 - 07.2017

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Naya Bonfiglio