Player Engagement - Senior Operations Manager

1 Week ago • 3-5 Years • Operations

Job Summary

Job Description

The Senior Operations Manager for Player Engagement at Keywords Studios in Bacolod, Philippines, is responsible for the overall project health, including stakeholder management, staffing, performance, and continuous improvement. This role oversees multiple projects, manages KPIs (CSAT, quality, staffing, service level), develops team goals, and leads and motivates Operations Managers. Key responsibilities include client management, communication, timely resolution of requests, and creating development plans for team members. The position requires strong analytical, communication, and organizational skills, along with experience in a BPO setting and P&L management. Knowledge of tools like MS Office, Tableau, Power BI, and Google Suite is essential.
Must have:
  • Manage project health & stakeholder relations
  • Oversee project KPIs & performance
  • Lead & develop Operations Managers
  • Excellent communication & analytical skills
  • BPO experience & P&L management
  • Proficient in MS Office, Tableau, Power BI
Good to have:
  • 4+ years Game Industry experience
  • PMP certification
Perks:
  • Non-taxable Allowances
  • HMO and Life Insurance
  • Paid Time Offs
  • Annual Wellness Subsidy
  • Annual Corporate Bonus

Job Details

Description

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

This role is responsible for managing the over-all health of the project in terms of stakeholder management, staffing, performance and continuous improvement which has direct impact to the over-all client and employee satisfaction.

  • Will oversee and direct the activities of a number of projects assigned to him/her
  • Oversee and manage Project KPIs such as: CSAT, Quality, Staffing, and Service Level
  • Develop individual and team goals as well as to implement plans in order to carry out the objectives
  • Lead, manage, motivate and develop Operations Manager(s) assigned to him to drive operational excellence, sustain employee engagement and initiate and develop continuous process improvement
  • Ensure that everyone is in compliance with all established policies and procedures
  • Will be the project lead for client management and communication
  • Oversee the timely resolution of client requests and escalations Complete tasks delegated/assigned by the Player Engagement Manager (Project Head)
  • Create development plans for the team members under his project and support them with their professional growth
  • Responsible for creating invoices and the over-all financial health of projects under the OM
  • Other tasks that maybe required from time to time

Requirements

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

Technical:

  • With working knowledge on several tools, such as MS Office, Tableau, Power BI, GSuite, etc.
  • Must have strong analytical skills
  • With ability to create financial and performance report for clients and stakeholders
  • Must have knowledge on advance Google Sheet formulas
  • Strong focus on continuous improvement and operational optimization

Behavioral:

  • Excellent communication skills–spoken and written
  • Strong analytical skills
  • Organizational skills
  • Strong client management skills
  • Keen observer
  • Can resolve conflicts efficiently

Related Experience:

  • Preferably with at least 3-5 years OM experience in a BPO setting
  • Relevant hands-on P&L experience

Nice-to-haves:

  • 4+ years of Game industry experience
  • Formal Project/Operations Management techniques or training such as PMP

Benefits

What do we offer?

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

Benefits:

  • Non-taxable Allowances
  • HMO and Life Insurance
  • Paid Time Offs
  • Annual Wellness Subsidy
  • Annual Corporate Bonus

Phases of the recruitment journey:

  • You send us your application with your updated resume.
  • After reviewing your candidacy, if you are selected, we invite you to an online initial interview with one of our Talent Acquisition Specialists to discuss your qualifications, professional background, and why you are interested in the role. It's a chance for us to get to know you better.
  • If the team believes you’d be a good fit for the role, you will be invited for a second interview, this time joined by either the Service Line Director, or a Senior Operations Manager, to discuss further about the role and alignment with our organization's values and culture.
  • At the end of our journey - hopefully you will receive an offer and become our new Keywordian!

 

Please be mindful that this role may take extra calls with other leaders, depending on seniority, specificity and location for due diligence.

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

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.

Role Information: EN

Studio: Keywords Studios

Location: Asia Pacific, Philippines

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Hybrid

Similar Jobs

DraftKings - Senior Analyst, Marketing Analytics

DraftKings

Boston, Massachusetts, United States (On-Site)
1 Month ago
Backbone - Lead Product Design Engineer

Backbone

Atherton, California, United States (On-Site)
9 Months ago
Salesforce - Business Development Representative - East

Salesforce

Atlanta, Georgia, United States (On-Site)
1 Month ago
Social Discovery Group - Paid Advertising Specialist (Search)

Social Discovery Group

(Remote)
1 Day ago
ByteDance - Strategy Analyst – Strategy & Operations

ByteDance

Seattle, Washington, United States (On-Site)
2 Weeks ago
ByteDance - Operation Specialist Intern - Global Payment

ByteDance

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
1 Month ago
Corsair - Manager, Sales Operations, America

Corsair

Milpitas, California, United States (On-Site)
1 Month ago
The Walt Disney Company - Special Effects Manager

The Walt Disney Company

Île-de-France, France (On-Site)
2 Weeks ago
Aristocrat Gaming - Project & Operations Manager – Agile-Oriented

Aristocrat Gaming

Warsaw, Masovian Voivodeship, Poland (Hybrid)
1 Week ago
The Walt Disney Company - Water Sciences System Technician (Casual Temporary)

The Walt Disney Company

Lake Buena Vista, Florida, United States (On-Site)
3 Days ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Mattel  Inc  - Parcel Analyst - Direct to Consumers (DTC)

Mattel Inc

California, United States (On-Site)
1 Week ago
PlayStation Global - Staff Solution Architect

PlayStation Global

London, England, United Kingdom (Hybrid)
2 Months ago
Wargaming - Game Data Analyst (World of Tanks)

Wargaming

Nicosia, Nicosia, Cyprus (On-Site)
2 Months ago
Google - Business Operations and Planning Lead, Trust and Safety

Google

Austin, Texas, United States (On-Site)
2 Days ago
Shyft Labs - Databricks Architect

Shyft Labs

Noida, Uttar Pradesh, India (Hybrid)
1 Month ago
Beghou Consulting - Power BI Developer

Beghou Consulting

Hyderabad, Telangana, India (Hybrid)
3 Weeks ago
Beghou Consulting - Sr. Consultant

Beghou Consulting

Boston, Massachusetts, United States (Hybrid)
6 Months ago
Arkose Labs - Security Analyst Internship

Arkose Labs

San José Province, Costa Rica (On-Site)
23 Hours ago
SailPoint - Product Marketing Manager, Customer Experience Portfolio

SailPoint

Pune, Maharashtra, India (On-Site)
1 Day ago
Universal Music - Director, Analytics

Universal Music

Santa Monica, California, United States (On-Site)
3 Weeks ago

Get notifed when new similar jobs are uploaded

Jobs in Western Visayas, Philippines

Nagarro - Digital Paid Media Strategist

Nagarro

Philippines (Remote)
6 Months ago
Unisys - Data Process Support

Unisys

Bicol, Philippines (On-Site)
23 Hours ago
Luxoft - Senior Software Support Engineer

Luxoft

Philippines (Remote)
5 Months ago
Nagarro - Senior Staff Consultant, Support Presales

Nagarro

Philippines (Remote)
6 Months ago
PwC - SAP Alliance Operations Manager

PwC

Makati, Metro Manila, Philippines (On-Site)
6 Months ago
Axi - Senior QA Automation Engineer

Axi

Philippines (On-Site)
22 Hours ago
PwC - Deals and Corporate Finance Manager

PwC

Makati, Metro Manila, Philippines (On-Site)
7 Months ago
Team Liquid - Graphic Designer

Team Liquid

Metro Manila, Philippines (Hybrid)
1 Week ago
Ubisoft - Technical Artist

Ubisoft

Taguig, Metro Manila, Philippines (On-Site)
11 Months ago
ByteDance - Seller Growth Strategist

ByteDance

Taguig, Metro Manila, Philippines (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Operations Jobs

VGW - Customer Service Manager

VGW

Toronto, Ontario, Canada (On-Site)
1 Month ago
Meta - Harmful Content Project Manager, Integrity Operations

Meta

Washington, District Of Columbia, United States (On-Site)
5 Months ago
Electronic Arts - Program Manager, Investor Relations

Electronic Arts

Redwood City, California, United States (Hybrid)
3 Weeks ago
Trackman - Simulator Operations Coordinator

Trackman

Phoenix, Arizona, United States (On-Site)
2 Weeks ago
Polygon Labs - People Operations Specialist

Polygon Labs

New York, New York, United States (Remote)
1 Week ago
Ourpalm - Operations Manager

Ourpalm

Beijing, Beijing, China (On-Site)
2 Weeks ago
Tesla - Service Advisor

Tesla

(On-Site)
2 Months ago
Google - Data Center Operations Manager, Server Operations (English, Dutch)

Google

Eemshaven, Groningen, Netherlands (On-Site)
4 Months ago
Tesla - Delivery Operations Manager

Tesla

Vienna, Vienna, Austria (On-Site)
2 Months ago
Tesla - Delivery Operations Manager

Tesla

Londerzeel, Flanders, Belgium (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

About The Company

At Keywords, we deliver clients the benefits of the strengthened Engage service line, combining our Player Support and Marketing offerings.

Pune, Maharashtra, India (Hybrid)

Katowice, Silesian Voivodeship, Poland (On-Site)

Lombardy, Italy (Hybrid)

Mexico City, Mexico City, Mexico (Remote)

United Kingdom (Remote)

Cinisello Balsamo, Lombardy, Italy (On-Site)

Silesian Voivodeship, Poland (Remote)

Silesian Voivodeship, Poland (Hybrid)

View All Jobs

Get notified when new jobs are added by Keywords Studios

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug