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Player Support Vendor Manager

2 months ago

We are now looking for a Player Support Vendor Manager to join a humble team of passionate Player Support professionals with big ambitions. Are you ready to reimagine how we think about Player Support in the mobile game world? We are not running a helpdesk but building a dynamic product team that aims for innovative standards in the industry. As a Player Support Vendor Manager, you will be at the forefront of this exciting transformation, working with our service delivery partners and leading the charge to deliver exceptional experiences for our players worldwide.

What you will do:

Own your piece of the puzzle and drive meaningful strategic improvements impacting our agents, players, and overall business success. Your ideas and initiatives will help shape the future of Player Support at Rovio.
Develop and nurture strong relationships with our Business Process Outsourcing (BPO) partners. You will be the linchpin in ensuring seamless collaboration aligned with our strategic objectives and fostering a culture of innovation and excellence.
Become a true expert in Rovio's games and internal player support tools, immersing yourself in the mobile gaming world. Use data-driven insights to steer our BPOs towards achieving key deliverables, driving performance and quality to new heights.
Take charge of workforce management, quality control, and performance calibrations, ensuring that our Player Support operations maintain the highest standards of excellence. Collaboration with your Player Support colleagues will be the cornerstone of our success.
Work closely with internal and external stakeholders, collaborating across teams to achieve our shared goals. Your ability to forge strong partnerships will be essential in achieving our vision.

Experiences and skills we are looking for:

Proven experience in a Support Vendor Management role
Proven experience in Customer Support at a game studio or a vendor working with game studios
A data-driven mindset with proficiency in reporting
Excellent presentation skills
Effective stakeholder management and communication
A hands-on, self-sufficient individual who can work independently and as part of a team
Spoken and written fluency in English

Interview process:

First meeting: You will meet the Talent Operations Coordinator to get acquainted and learn more about Rovio and the specifics of the role.
Call with a Hiring manager: We will dive deeper into your skills and background, and also discuss what motivates you.
Take-home test: Engage in scenarios related to Player Support Vendor Management to showcase your expertise.
Test review meeting: Discuss your test results and insights with our team.
Final round: Meet with our passionate team members to discuss how you and the team could help each other develop.

Please send your CV (and Portfolio when applicable) in English

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