Keywords Studios is hiring a
Operations Manager

Summary

Join Keywords Studios as an Operations Manager in the Player Engagement Service Line, based in APAC, Philippines, Pasig. Lead multiple projects, manage assigned projects comprehensively, ensure operational profitability, and drive project financial success.

Requirements

• Minimum 2 years of experience in Project Management, or Client support management in the Video Games, Customer support or related industry
• 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
• Excellent verbal and written communication skills in English

Responsibilities

• 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

Preferred Qualifications

• 4+ years of Game industry experience
• Formal Project Management techniques or training such as PMP
• Experience with Zendesk or Helpshift or other major customer support tools

Benefits

• Paid Time Offs
• Non-taxable Allowances
• HMO and Life Insurance
• Annual Wellness Subsidy
• Annual Corporate Bonus