Responsible for the deliverables associated with various Keywords Studios gaming projects

  • Act as a brand champion, ensuring a positive, clear and consistent experience for clients and the studio as a whole
  • Manages effective engagement and communication with the account team leads, resource personnel and business stakeholders
  • Implement and monitor metrics to evaluate success and ROI of site projects and initiatives
  • Defines the account scope, approach and resources required as well as mobilizing site resources to meet client demands.
  • Ensures all regular progress reporting and actions are timely, accurate and transparent
  • Reviews and approves key project documentation deliverables (e.g. Requirements and specification document)
  • Carry out all other related tasks
  • Responsible for the Service quality delivered from our Manila office
  • Participate in the documentation and training materials of the Manila office
  • Decides on promotions for Senior Agents and Team Leads
  • Manage large accounts operated from the Manila office (including discussion with clients and requests management)
  • Interact with Project Managers from other studios
  • Works with the Service Line Director to improve the department.
  • Possible travels to improve Customer Support best practices on various locations.
  • Possible travels to visit clients and welcome them in our Manila office


  • Critical thinking and problem solving skills
  • Planning and organizing
  • Decision-making
  • Communication skills
  • Persuasiveness
  • Influencing and leading
  • Delegation
  • Team work
  • Negotiation
  • Conflict management
  • Adaptability
  • Stress tolerance
  • Preferably Sr. Operations Manager level from a BPO or gaming company
  • Preferably have experience in training organizational development in a BPO environment.
  • Relevant hands-on P&L experience
  • Develop, facilitate and monitor key performance standards.
  • Ability to analyze data and write clear, concise reports
  • Experience in moderation
  • Ability to establish and maintain effective working relationships with supervisors, Project Managers, subordinates and the public.


  • Competitive salary and benefits
  • Fun working environment
  • Working with the biggest names in the gaming industry