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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

Duties & Responsibilities:

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 Support Manager 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 him/her Other tasks that maybe required from time to time

Technical Skills:

With working knowledge on several tools, such as MSOffice, 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 Sheetformulas Strong focus on continuous improvement and operational optimization

Behavior Skills:

Excellent communication skills–spoken and written Strong analytical skills Organizational skills Strong client management skills Keen observer Can resolved conflicts efficiently