The Player Support Service Line is restructuring its organization to enhance its position in the customer support space of the video game industry and to consistently deliver excellent service to its clients, customers and internal stakeholders. The Service Line Operations Director (SLOD) is a vital element in this pursuit.
This role will partner with the Player Support Service Line Director, Support Services Director and support the Customer Support Directors in linking all the services within the service line while ensuring synergy and efficiencies. This role requires strong knowledge of the Service Line processes, work-flows and capability. The SLOD will ensure cross-division internal systems consistency and provide performance tracking and utilization
As part of the Senior Player Support Leadership Team, the SLOD will partner with the Service Line Director,
Support Services Director and Customer Support Directors in setting the strategic plans to maximize growth and profitability targets set by the group while working closely with Shared Services and Global roles across the company.
This role’s primary responsibility is to organize efficient business processes within the service line and ensure availability of resources throughout and across the Player Support business.
The SLOD shall work with teams or individuals providing financial analysis for the service line, KPI monitoring, utilization, budget and forecasting analysis.
In collaboration with Customer Support Directors and Support Services Director, this role is responsible for aligning and monitoring KPIs at all points in the delivery process to ensure the business is constantly improving and performing in an optimal manner.
The SLOD is responsible for aligning and monitoring adherence to standards and processes across the service line. This role will ensure that common project management and execution tools are used throughout the service line. This includes ensuring common processes and measurement of objectives in new (M&A) and existing entities.
Business management skills
Solution focused problem solver;
Strong analytical and critical thinking skills;
Leadership and Decision Making and judgment;
Networking and Relationship Building;
Creative and innovative thinking;
Research and analysis;
Coaching and mentoring;
Accountability and dependability.
Minimum of 8 (eight) years’ work experience in a Customer Support set-up and in the games industry
Experience in leading Customer Support operations team for game clients
Understands the components of successful client relationships.
Demonstrated ability to understand business requirements quickly and implement strategic initiatives to meet business objectives.
Financially and performance savy
Ideally have a degree in business administration, or a related field.
Effective communication skills with individuals and teams at all levels of the organization.
Excellent presentation skills to executive level and technical groups.
Sound leadership, staff management, coaching and teambuilding skills.
Excellent project / program management skills.
Good working knowledge of Office 365 applications.
Ability to innovate and present creative solutions.
Fluency in English.
Willingness to travel as required.
Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace, which provides for equal opportunities for all employees and potential employees.
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