Operations Manager - Player Engagement

The Operations Manager – Player Support oversees the daily execution of outsourced player support services for gaming clients. They ensure teams provide high-quality player experiences, meet key performance metrics, and align with client objectives.

As a strategic leader, the Operations Manager manages player support agents, team leaders, and quality analysts while collaborating with internal departments and clients to enhance service delivery, drive improvements, and implement best practices.

This role requires expertise in customer service operations, process optimization, workforce management, and stakeholder engagement within gaming or outsourcing environments.

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

Leadership:

• Lead, mentor, and develop Team Leaders, Quality Analysts, and frontline agents, fostering a high-performance culture.
• Implement coaching frameworks and performance management programs to enhance agent capabilities and reduce attrition.
• Drive employee engagement through career development initiatives, training programs, and leadership succession planning.
• Monitor performance, behavior, and compliance, enforcing disciplinary actions as needed with HR support.
  

Analytics:

• Implement data-driven Quality Control methodologies to ensure compliance with industry benchmarks and best practices.
• Track and analyze CSAT, NPS, audit scores, and quality trends, embedding quality benchmarking and root cause analysis into strategic planning.
• Identify client-side process gaps and provide data-driven recommendations for automation, Helpshift, and AI-driven solutions.
• Benchmark against industry-leading player engagement setups, positioning Keywords as a premium provider of scalable support solutions.
  

Communication:

• Serve as the primary operational contact for assigned gaming clients, ensuring alignment between player support strategy and client goals.
• Participate in Business Reviews (WBR/MBR/QBR/YBR), presenting performance insights, benchmarking results, and action plans.
• Engage with Community Management, Marketing, Localization, and Game Development teams to enhance the player experience.
• Act as the primary point of contact for internal queries raised by Leads and Agents.

Business:

• Work with Account Managers and Customer Success Managers to integrate Helpshift and automation solutions for optimized support operations.
• Ensure escalation management protocols are in place for handling critical player issues effectively.
• Contribute to pre-production testing and game launch readiness, ensuring player support teams are prepared for new features, patches, and live events.
• Leverage AI, automation, and Helpshift integrations to streamline workflows and optimize self-service options.
• Define, implement, and monitor service quality standards in collaboration with Quality Control teams.
• Perform additional tasks as assigned at a given time

Requirements

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

• Bachelor’s degree in Business, Operations Management, or a related field, or equivalent work experience in customer service operations.
• 3+ years of experience in outsourcing operations management, preferably in player support, gaming customer service, or live operations.
• Strong understanding of gaming ecosystems, player behavior, and live service operations.
• Proficiency in customer service platforms such as Helpshift, Zendesk, Salesforce, or similar CRM tools.
• Experience with benchmarking, continuous improvement initiatives, and strategic client engagement.
• Expertise in quality control frameworks, RCA methodologies (DMAIC, Six Sigma, Kaizen), and performance analytics.
• Experience in data visualization and reporting tools (Looker, Power BI, Google Sheets).
• Deep knowledge of workforce planning, capacity forecasting, and scheduling methodologies.
• Proven ability to lead and scale support operations while ensuring performance excellence and client satisfaction.
• Demonstrated ability to develop and lead high-performing teams in a fast-paced, customer-focused environment.
• Strong background in coaching, performance management, and structured leadership development.
• Experience implementing organizational change initiatives, process standardization, and team efficiency improvements.
• Strong ability to translate operational challenges into data-driven proposals for client upsells and service expansion.
• Strategic and critical thinking skills with a strong sense of ownership and accountability.
• Impeccable attention to detail, presentation, and communication skills.

Benefits

Phases of our recruitment journey:

• You send us your application with your updated resume and application form.
• After reviewing your candidacy, we’ll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists and Hiring Manager. It’s a perfect chance to exchange questions and get to know each other better. There might be also an additional stage interview.
• At the end of our journey - hopefully you will receive an offer!

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply. 😊

That would be it from us - now we are waiting for your move!

#imaginemore

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