Operations Manager, Player Experience

Scopely is seeking an Operations Manager, Player Experience to join their Central Player Experience team in Barcelona on a hybrid basis. This role focuses on ensuring operational excellence across the Player Experience ecosystem by managing vendor coordination, maintaining clear and accurate documentation for tools and workflows, and supporting day-to-day player support operations. The ideal candidate is detail-oriented, proactive, and enjoys process improvement and cross-team collaboration in a fast-paced environment.

Must Have

• Act as the main POC for PX vendor partners, ensuring alignment with PX department and Scopely’s standards and goals.
• Track and support vendor onboarding, ramp-ups, and offboarding, maintaining up-to-date records.
• Collaborate with PX leadership, Procurement, and Finance to create, monitor, and reconcile POs, PRs, and invoices.
• Work with Legal to support the creation and maintenance of MSAs, SOWs, and change orders.
• Maintain CS, CM, and tools budgets and forecasts, ensuring consistency between financial projections and vendor activity.
• Keep vendor tracking systems up to date, verifying agent counts, SLA results, and cost-per-interaction figures.
• Maintain and update PX tool documentation, including configurations, access, and operational workflows.
• Create and update SOPs, playbooks, and knowledge pages outlining vendor processes, escalation paths, and tool usage standards.
• 3-5 years of experience in project, operations or vendor management, ideally in gaming, tech, or customer experience.
• Strong organizational and documentation skills with a structured and detail-oriented mindset.
• Familiarity with PX/support tools (e.g., Helpshift, Confluence).
• Experience managing or coordinating external vendors, including performance tracking and financial processes.
• Comfort working cross-functionally with Procurement, Finance, and Legal teams.
• Excellent communication, prioritization, and follow-up skills.
• Passion for process improvement, standardization, and operational clarity.

Scopely is seeking an Operations Manager, Player Experience to join our Central Player Experience team in Barcelona on a hybrid basis, supporting both live and in-development games!

At Scopely, we care deeply about what we do and want to inspire play, every day - whether in our work environments alongside our talented colleagues, or through our deep connections with our communities of players. We are a global team of game lovers who are developing, publishing and innovating the mobile games industry, connecting millions of people around the world daily.

This is an ideal opportunity for a detail-oriented, proactive, and organised professional who enjoys structure, process improvement, and cross-team collaboration in a dynamic and fast-paced environment.

What You’ll Do

In this role, you’ll help ensure operational excellence across our Player Experience ecosystem by managing vendor coordination, maintaining clear and accurate documentation for Player Experience tools and workflows, and supporting the day-to-day processes that keep our player support operations running smoothly.

In this role, you’ll collaborate closely with Player Experience teams and leadership, vendors, Procurement, and cross-functional teams (CS, Community, Tech, Legal, and Finance) to ensure that Player Experience tools and vendors are aligned, efficient, and fully documented.

• Act as the main POC for PX vendor partners, ensuring alignment with the PX department and Scopely’s standards and goals.
• Track and support vendor onboarding, ramp-ups, and offboarding, maintaining up-to-date records of outsourced team structures and approvals.
• Collaborate with PX leadership, Procurement and Finance to create, monitor, and reconcile POs, PRs, and invoices, ensuring timely and accurate processing.
• Work with Legal to support the creation and maintenance of MSAs, SOWs, and change orders, ensuring all documentation is current and properly filed.
• Maintain CS, CM and tools budgets and forecasts, ensuring consistency between financial projections and vendor activity.
• Keep vendor tracking systems up to date, verifying agent counts, SLA results, and cost-per-interaction figures.
• Maintain and update PX tool documentation, including configurations, access, and operational workflows. Partner with vendors to ensure documentation meets operational standards and remains up to date.
• Create and update SOPs, playbooks, and knowledge pages outlining vendor processes, escalation paths, and tool usage standards.
• Conduct market and competitor analysis to identify potential vendors, tools, or solutions that could enhance PX operations and improve cost efficiency.

What We’re Looking For

• 3-5 years of experience in project, operations or vendor management, ideally in gaming, tech, or customer experience.
• Strong organizational and documentation skills with a structured and detail-oriented mindset.
• Familiarity with PX/support tools (e.g., Helpshift, Confluence).
• Experience managing or coordinating external vendors, including performance tracking and financial processes.
• Comfort working cross-functionally with Procurement, Finance, and Legal teams.
• Excellent communication, prioritization, and follow-up skills.
• Passion for process improvement, standardization, and operational clarity.

At Scopely, we create games for everyone - and want to ensure that the people behind our games reflect that! We are committed to creating a diverse, supportive work environment where everyone is treated with respect. We are committed to providing equal employment opportunities and welcome individuals from all backgrounds to join us & embrace the adventure!

About Us

Scopely is a global interactive entertainment and mobile-first video game company, home to many top, award-winning experiences such as "MONOPOLY GO!," “Star Trek™ Fleet Command,” “Stumble Guys,” “MARVEL Strike Force,” and “Yahtzee® With Buddies,” among others.

Scopely creates, publishes, and live-operates immersive games that empower a directed-by-consumer™ experience across multiple platforms--from mobile, web, PC and beyond.

Founded in 2011, Scopely is fueled by a world-class team and a proprietary technology platform Playgami that supports one of the most diversified portfolios in the games industry.

Recognized multiple times as one of Fast Company’s “World’s Most Innovative Companies,” Scopely is a multi-billion-dollar business due to its ability to create long-lasting game experiences that players enjoy for years.

Scopely has global operations in more than a dozen markets across Asia, EMEA, and North America, and is home to many internal game development teams, referred to as Scopely Studios, with additional game studio partners across four continents.

Scopely was acquired by Savvy Games Group in July 2023 for $4.9 billion, and is now an independent subsidiary of Savvy.

For more information on Scopely, visit: scopely.com

Notice to candidates: Scopely, Inc and its affiliates will never request payment or ask for financial information as a condition for applying to a position or receiving an offer of employment. All official Scopely, Inc. recruiters only use email domains that end with @scopely.com.

Our official website is www.scopely.com. Please only apply to positions posted on our official website and ensure the recruiter only communicates via the official email domain.

Should you have any questions or encounter any fraudulent requests/emails/websites, please immediately contact recruiting@scopely.com. Our job applicant privacy policies are available here: California Privacy Notice and EEA/UK Privacy Notice.

Employment at Scopely is based solely on a person's merit and qualifications. Scopely does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law. We also consider qualified applicants with arrest or conviction records, consistent with applicable federal, state and local law.