Associate Operations Manager / Operations Manager - Player Engagement (Pune)

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries. 

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios.  Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry. 

Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥

Role overview

As an Associate Project Manager, you will oversee multiple projects, making sure all deliverables and deadlines are met. You'll be the go-to person for organizing workflows, prioritizing tasks, and assigning responsibilities within the project teams. A big part of your job will be to keep our clients happy by managing their expectations around customer service strategy, productivity, efficiency, support, and quality. You'll also handle the financial side of things, like margins and billing, and build strong relationships with our clients.

The ideal candidate will kick off and deliver projects on time and within budget, following the client's standards and guidelines. If you're excited about making sure everything runs smoothly from start to finish, we'd love to have you on our team!

What are we looking for? Our Associate Operations Manager has a knack for the following skills:

Leadership:

• Manage and take control of one or multiple projects concurrently.
• Assume full ownership of assigned projects, ensuring clients' expectations are met, and assign teams accordingly, adjusting processes and setups as needed.
• Assign roles and coordinate workflow within the project team.
• Maintain and communicate Team Leads’ and agents’ performance records, including providing feedback and mentoring on an ongoing basis.
• Resolve and/or escalate project or HR issues in a timely fashion.

Communication:

• Manage day-to-day client interaction in conjunction with Leads and assigned team.
• Act as client contact at a management, workflow, and strategy level on assigned projects.
• Facilitate team and client meetings effectively, including during the kickoff phase.
• Provide relevant and thorough briefings to the Team Leads and agents, ensuring that the overall project strategy and client expectations are understood by all team members.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships.

Analytics:

• Track, manage, and analyze performance and KPIs of the project.
• Proactively manage changes in project scope, identify potential risks, and devise contingency plans.
• Ensure appropriate quality control procedures are carried out on all projects.
• Initiate milestone reviews and post-project reviews, and implement any process changes/improvements accordingly.
• Report project statuses and information on a regular basis, including creation of MBR/QBR/ABR, as well as assisting leads with WBR feedback.

Business:

• Prepare schedules and liaise with the Team Leads and facilities based on availability and suitability for the project.
• Ensure the project is financially successful, and accurate financial reports/invoices are created and delivered to the client on time.
• Set up and maintain projects in the internal financial database system.
• Understand contracts, the necessary deliverables, and conduct change orders.
• Develop and foster lasting relationships with client personnel.
• Adhere to all Keywords policies, processes, and security.
• Initiate milestone reviews and post-project reviews, and implement any process changes/improvements accordingly.

You'd be a great fit for this role if you have:

• 2+ years of leadership experience as a Team Lead or Senior Team Lead
• Knowledge of advanced Google Sheets formulas
• Working knowledge of several tools, such as MS Office, Tableau, Power BI, GSuite, etc.
• Strong analytical skills and a strong focus on continuous improvement and operational optimization
• Ability to create financial and performance reports for clients and stakeholders
• Excellent communication skills – spoken and written English
• Organizational skills and attention to detail
• Strong client management skills
• Ability to resolve conflicts efficiently
• A bachelor degree or equivalent experience

• Hybrid setup
• Worker's Insurance
• Paid Time Offs
• Other employee benefits to be discussed by our India Talent Acquisition Team

Role Information: EN

Studio: Helpshift

Location: Asia Pacific, India, Pune

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Full Time, In-Office, Hybrid