Chiho In

Game Titles: Elyon (2021–2022), ArcheAge & ArcheAge: Unchained (2021–2024), and Unannounced Projects – all for the Europe & North America region service. Managed multiple title launches, coordinating with the game development studio and internal stakeholders to ensure a seamless rollout despite tight timelines. Oversaw overall live ops and service migrations, content updates, and improved service quality. Analyzed user behavior post-launch to identify key drop-off points during onboarding, addressing content-related issues that improved player experience. Led the ArcheAge franchise service transfer and the ArcheAge 'Legacy' and 'Unchained' version merge. Managed live service operations, seasonal updates, and promotional events. Collaborated on in-depth market analysis for unannounced projects, identifying market opportunities. Led a team of 3–5 members, overseeing operations and execution plans across multiple projects.

Game Title: Black Desert (2016–2021) Europe & North America region service. Team leader of 3–5 members, managing overall plans and live operations. Collaborated with cross-functional teams to transition to a multi-game service platform (playkakaogames.com) by defining operational policies and coordinating web page structure, features, and legal requirements from 2020 to 2021. Led incident response and coordinated with cross-functional teams to optimize maintenance and deploy hotfixes swiftly, minimizing downtime and improving service uptime. Introduced services coupon system and promotion campaigns to improve service quality and player engagement.

Game Title: Black Desert (2016–2021) Europe & North America region service. Collaborated on Steam launch of Black Desert in Europe and North America (Jun 2017), managed LiveOps (2016–2021) Conducted weekly updates, in-game events, and sales promotions and collaborated with cross-functional teams to ensure stable service, leading to steady growth and exceeding the annual revenue target. Led incident response and coordinated with cross-functional teams to optimize maintenance and deploy hotfixes swiftly, minimizing downtime and improving service uptime. Introduced tools and services like website renewal, game launcher revamps, and campaigns to improve player engagement and service quality.

Game Titles: Mabinogi Heroes (2013), Elsword (2013–2016), Closers (2014–2016), Dota 2 (2013–2015), TERA (2015–2016) – all for South Korea region service. Led a team of 8–9 members, overseeing live operations and execution plans across multiple projects. Contributed to overall live service operations for listed games, collaborating with cross-functional teams across game launches, live service management, publisher transitions, service sunsetting, and e-sports support. Handled significant incidents, including service vulnerabilities, service rollback issues, large-scale bot farm infiltrations during early launch phases, and legal actions against illegal programs and abnormal users.

Game Titles: Maplestory(2008–2012), Mabinogi(2012) – all for South Korea region service. Gained foundational experience in daily live operations, QA, and customer service skills by managing and servicing various games developed by Nexon. Designed and co-developed internal tools with engineers to support efficient operations, prevent human error, and deliver sufficient service, leveraging knowledge to enhance work quality.