Player Engagement

Player Engagement

• Senior Operations ManagerPlease note that there is 1 vacancy for KWS Manila and 1 for KWS Bacolod.

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 overviewThis role is responsible for managing the overall health of the project in terms of stakeholder management, staffing, performance, and continuous improvement, which has a direct impact on overall 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 implement plans to carry out the objectives.

Lead, manage, motivate, and develop Operations Manager(s) assigned to him/her 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/her project and support them with their professional growth.

Responsible for creating invoices and the overall financial health of projects under the OM.Other tasks that may be required from time to time. 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. HMO and Life InsurancePaid Time OffsAnnual Wellness SubsidyAnnual Corporate BonusPhases 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 involve 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

You'd be a great fit for this role if you have:Technical:Working knowledge of several tools, such as MS Office, Tableau, Power BI, GSuite, etc. Strong analytical skills. Ability to create financial and performance reports for clients and stakeholders.

Knowledge of advanced Google Sheet formulas. Strong focus on continuous improvement and operational optimization. Behavioral:Excellent communication skills – spoken and written.

Strong analytical and organizational skills. Keen observer. Ability to resolve conflicts efficiently.

Related Experience:Preferably with at least 3-5 years OM experience in a BPO setting. Nice-to-haves:4 years of game industry experience. Formal Project/Operations Management training such as PMP.About the companyWhatever the scale of your project, whatever the timeframe, whatever your location: we deliver the unified solutions you need.

Partner with us today. We provide creative services to the global video games industry and beyond through our end-to-end platform, supercharged by our own technology. Our goal is to help you imagine more for your IP, bringing to life digital content that entertains, connects, and educates people worldwide.

Established in 1998, we are a team of over 13,000 based across more than 70 studios in 25 countries. We provide game-ready art, marketing services, game development, testing, localization, audio, community management, player support, and everything else you need across your entire game lifecycle.