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Game Operation Manager - (m/f/d) - 5350

Your Job

Responsibilities

• Primary contact person and escalation point for all matters related to game operation
• Ensure highest quality, effective and consistent Customer Service and Localization service in all Bigpoint products
• Implement clear workflows to improve the user experience and customer satisfaction when contacting support channels
• Review tools and processes versus industry standards to find adaptable ‘best in class’ solutions
• Foster effective communication channels with live ops team to provide a detailed breakdown of the ‘customers’ voices’
• Build effective co-operation with external partners

Requirements

• University Degree in communication, game design, business or comparable qualification
• 6+ years’ work experience in an online customer service and localization role in the gaming industry
• Excellent knowledge of customer service related KPIs
• Strong operational skills and the ability to drive change throughout an organization
• Excellent interpersonal skills with a good sense for teamwork and outstanding leadership and stakeholder management skills
• Excellent organizational skills, flexible and pragmatic mind-set
• Strong analytical skills and project management skills
• Strong customer focused mindset and dedication to relentlessly advocate and improve on behalf of the customer
• Able to identify and qualify risks and opportunities in the organization and positioning of the team
• Very good skills in MS Office, especially MS Excel
• Pro-active and self-motivated working attitude
• Thorough and precise working method, with a high attention to Detail
• Passion for games
• Fluent in written and spoken English and German
• Fluent in at least one additional language is a plus

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