Player Engagement - Senior Operations Manager

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