Operations Manager - Player Support

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! 🎮🔥

As the Operations Manager, you'll lead multiple projects towards success. Your leadership skills will be the driving force behind the projects' accomplishments, making a lasting impact on our organization's goals.

With a keen eye on project tracking and budget management, you will drive operational profitability, ensuring timely and accurate billing for all projects. Your proactive approach will help you successfully manage changes in project scope, spot potential risks, and craft strategic contingency plans, guaranteeing successful project outcomes with ease. 🚀📈

• Manage assigned projects comprehensively, ensuring client expectations are met and processes adjusted as necessary.
• Collaborate with the Business Development Management Team to assess new project scope, provide expert advice to clients, and agree on processes and timelines.
• Maintain performance records of Team Leads and agents, offering continuous feedback and mentorship.
• Coordinate schedules with Team Leads and facilities for optimal project execution.
• Interact daily with clients, overseeing project-related communication and strategies.
• Implement quality control procedures across projects.
• Define workflow and responsibilities among project team members.
• Ensure project financial success, delivering accurate reports and invoices to clients on time.
• Timely address and resolve project or HR issues, escalating them if necessary.

• A keen eye for errors/inconsistencies in both their own and others' contributions, highlighting or amending these as appropriate.
• Ability to prepare, interpret, and effectively utilize management information reports.
• Play a pivotal role in designing, enhancing processes, methodologies, and tools, while maintaining thorough documentation.

• Provide comprehensive briefings to Team Leads and agents, ensuring alignment with project strategy and client expectations.
• Interact daily with clients, overseeing project-related communication and strategies.
• Timely address and resolve project or HR issues, escalating them if necessary.

• Awareness of the bigger picture, considering the project, client, company, and team when making decisions.
• Ability to work effectively and decisively under pressure, handling multiple projects and multiple project types concurrently.
• Ability to prepare and control a work schedule and deliver to budget, on margin, and experience with financial aspects of a project.
• Ability to prioritize tasks, analyze problems, recommend and implement effective solutions.

• Working on-site: Col. del Valle office, CDMX
• Experience working with US clients
• Experience in a demanding work environment
• Experience leading the launch of a support project / operation.
• Strong client relationship management and negotiation skills
• Leadership skills, capable of rallying teams to achieve common goals together and inspire success in others
• A keen eye for errors/inconsistencies in both their own and others contribution, highlighting or amending these as appropriate
• Professional proficiency in English

• Formal Project Management techniques or training such as PMP
• Experience with Zendesk or Helpshift or other major customer support tools

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