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!

Role overview

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.

What are we looking for? Our Operations Manager has a knack for the following skills:

Leadership:

• 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.

Analytics:

• 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.

Communication:

• 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.

Business:

• 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.

Requirements

• 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

Nice-to-haves:

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

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 https://www.keywordsstudios.com/en/applicant-privacy-notice.

Benefits

• Salary: $45,000 - $50,000 MXN monthly gross (before taxes)
• Law Benefits.
• Career path.

After probation period:

• Medical expenses insurance.
• Saving funds.
• Grocery tickets ($1,200 MXN)

Phases of our recruitment journey:

• You send us your application with your updated resume.
• After reviewing your candidacy, we invite you to our online assessment (Content moderation, Spanish and English) to better evaluate your moderation and written skills. Our Moderation test will require typing, so we would encourage you to take it on a computer and make sure you have the keyboard in your language settings to facilitate its completion. Check your inbox to find the test invitation and keep your phone close!
• Once you submit your test, the assessment will take a couple of business days to be evaluated.
• If you successfully pass the test - we’ll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists. It’s a perfect chance to exchange questions and get to know each other better. For some projects there might be a second interview with a Team Lead or an Operations Manager.
• At the end of our journey - hopefully you will receive an offer and become our new Keywordian!

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!

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 https://www.keywordsstudios.com/en/applicant-privacy-notice.

Role Information: EN

Studio: Keywords Studios

Location: Americas, Mexico

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Full Time, on-site