Player Engagement

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 the overall client and employee satisfaction. Oversee and direct the activities of a number of projects assigned to him/her.

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 drive operational excellence, sustain employee engagement and initiate continuous process improvement.

Ensure compliance with all established policies and procedures. Act as 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 team members and support 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.

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 skills. Organizational skills. Strong client management skills.

Keen observer. Ability to 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.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:Submit your application with your updated resume. If selected, you will be invited to an online initial interview with one of our Talent Acquisition Specialists.

If the team believes you'd be a good fit, you will be invited for a second interview with either the Service Line Director or a Senior Operations Manager. At the end of our journey, hopefully, you will receive an offer and become our new Keywordian Please be mindful that this role may require additional 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 inform you about the status of your candidacy as soon as possible.

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 #imaginemoreBy 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 Information: ENStudio: Keywords StudiosLocation: Asia Pacific, PhilippinesArea of Work: Player EngagementService: EngageEmployment Type: PermanentWorking Pattern: Hybrid