The successful candidate will be the best liaison between overseas PS team and Chinese local production team. Provide market information to PS management team and prompting setting up Chinese PS team. Manage one or multiple projects. The role assumes responsibility for the initiation and delivery of these projects on time and on budget to a client's standards and guidelines. Client location may be anywhere in the world. As a PM they may be assigned to clients of large scope/high value and required to support/train other PMs. The key responsibilities may vary during peak business periods, absences or workload fluctuations, and support to management as required.
Responsibilities
As the main POC with overseas Player Support team. Assist PS Management team explore Chinese market
Provide China market information. Promote PS team setting up in China
Assume full ownership on assigned projects and make sure clients' expectations are met, assigning a team accordingly and if needed reasonably adjust processes and setups
In cooperation with the Business Development Management Team, assess scope for new projects and prepare estimates, quotes and case studies for clients
Advise clients on best practices and agree on project processes and timelines
Prepare schedules and liaise with the Team Leads and facilities based on availability and suitability for the project
Manage day-to-day client interaction in conjunction with Leads and assigned team
Act as client contact at a management, workflow and strategy level on assigned projects
Participate in designing and improving processes, methodologies and tools
Define and take part in pre-start workflow and division of team responsibility
Assign roles and coordinate workflow within the project team
Communicate department software and hardware requirements to the appropriate point of contact
Ensure the project is financially successful, and accurate financial reports / invoices created and delivered to the client on time
Set up and maintain projects in internal financial database system
Provide relevant and thorough briefings to the Team Leads and agents and ensure that the overall project strategy and client expectations are understood by all members of the teams while maintaining a good project culture
Understand contracts, the necessary deliverables, and conducting change orders
Track, manage and analyze performance and KPIs of the project
Proactively manage changes in project scope, identify potential risks, and devise contingency plans
Ensure appropriate quality control procedures are carried out on all projects
Ensure project documents are complete, current, and stored appropriately
Report project statuses and information on a regular basis, including creation of MBR/QBR/ABR, as well as assisting leads with WBR feedback
Where necessary participate to recruitment efforts for defining expectations and interviewing Members
Capable to use client or industry tools (CRM/Backend), and where necessary create views, reports and streamline workflows
Initiate milestone reviews and post project reviews and action any process changes/improvements accordingly
Develop and foster lasting relationships with client personnel
Continually seek opportunities to increase customer satisfaction and deepen client relationships
Facilitate team and client meetings effectively, including during the kick off phase
Resolve and/or escalate project or HR issues in a timely fashion
Maintain and communicate Team Leads’ and agents’ performance records, including providing feedback and mentoring on an ongoing basis
Adhere to all Keywords policies, processes and security
Assist with or lead the training of project managers. As well as provide help and coaching to them on an ongoing basis
Lead large scale/high value projects with multiple PMs and deliver a strategic vision for the project
Provide assistance on appropriate renumeration management and adjustment for assigned staff
Requirements
Minimum 3 years’ experience in a Project Management, or Client support management in the Video Games or related industry
Excellent verbal and written communication skills in English
Proven experience with domestic clients in China
Experience leading the launch of a support project / operation
Must possess ‘can-do’ attitude
Strong client relationship management and negotiation skills
Agility, versatility, capacity to embrace change
Ability to work effectively and decisively under pressure
Ability to handle multiple projects and multiple project types concurrently
Ability to effectively manage a team and act as a role model to team members
Highly organized with the ability to prioritize tasks
Ability to prepare and control a work schedule and deliver to budget, on margin and experience with financial aspects of a project
Ability to prepare, interpret, and effectively utilize management information reports
Ability to analyze problems, recommend and implement effective solutions
Is a leader, capable of rallying teams to achieve common goals together and inspire success in others
Awareness of the bigger picture, considers the project, client, company, and team when making decisions
Actively approaches others for their ideas and suggestions
Resolves conflicts with tact and maturity
Demonstrates a keen eye for errors/inconsistencies in both their own and others contribution, highlighting or amending these as appropriate
Advanced skills with MS Excel or Google Sheets
Experience with working in an international environment
Experience managing people leaders, ability to give appropriate direction, guidance and create team spirit amongst other managers
Experience with Zendesk or Helpshift or other major customer support tools
Desirable
5+ years of Game industry experience
Formal Project Management techniques or training such as PMP
Benefits
Competitive salary and benefits
Fun working environment
Working with the biggest names in the gaming industry
