Player Engagement

Player Engagement - Senior Operations Manager (Bacolod)Join to apply for the Player Engagement - Senior Operations Manager (Bacolod) role at Keywords StudiosPlayer Engagement - Senior Operations Manager (Bacolod)3 weeks ago Be among the first 25 applicants

Join to apply for the Player Engagement - Senior Operations Manager (Bacolod) role at Keywords StudiosSince 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 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 LevelDevelop 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 OMOther tasks that maybe required from time to timeRequirementsYou'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 PMPBenefitsWhat 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 AllowancesHMO 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 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 Information: ENStudio: Keywords StudiosLocation: Asia Pacific, PhilippinesArea of Work: Player EngagementService: EngageEmployment Type: PermanentWorking Pattern: HybridSeniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

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