This job might no longer be available.

Player Support Project Manager

Our Player Support Service Line is looking for an experienced Customer Support Project Manager (PS PM) to manage the hand off and delivery of multiple multilingual projects of different sizes, simultaneously and will be responsible for Clients, Team Leads and Agents.

Our Customer Support Project Manager (PS PM) will also track and manage projects budget and operational profitability and ensure timely and accurate billing as well as proactively manage changes in projects scope, identify potential risks, and devise contingency plans.

Responsibities

• Manage and take control of multiple multilingual projects concurrently.

• Assume full ownership on assigned projects and make sure client's expectations are met, assigning a team accordingly and if

needed by reasonably adjusting processes and setups.

• 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.

• Organize and lead kick off meetings for assigned projects.

• Participate in designing and improving processes, methodologies and tools.

• Define test strategy in accordance with project schedule and budget requirements.

• Plan project activities in order to maximize the use of specific resources (either specialized staff or equipment).

• Communicate department software and hardware requirements to the Line Manager.

• Set up and maintain projects in internal financial database system.

• Track and manage project budgets and operational profitability and ensure timely and accurate billing.

• 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.

• Track and manage performance and KPIs of the project.

• Proactively manage changes in project scope, identify potential risks, and devise contingency plans.

• Report project statuses and information to management team on a regular basis.

• Initiate milestone reviews and post project reviews and action any process changes/improvements accordingly.

• Develop and foster lasting relationships with clients.

• Resolve and/or escalate 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 and provide input into all Keywords policies, processes, and security.

Requirements

• Excellent verbal and written communication skills in English.

• Minimum 5-years experience in a Project Management, or Client support management.

• Experience in the Video Games or related industry would be an asset.

• Ability to handle multiple projects, multiple project types concurrently and large teams.

• Highly organized with the ability to prioritize tasks.

• Agility, versatility, capacity to embrace change.

• Must possess "can-do" attitude.

• Client-facing and negotiation skills.

• Ability to prepare and control a work schedule and deliver to budget.

• Ability to prepare, interpret, and effectively utilize management information reports.

• Analytic and problem solving.

• 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.

• Proactivity.

• Conflict resolution skills and assertive.

• Attention to detail.

• Understanding of games development process.

• Advanced skills with MS Excel and Google Sheets.

• Experience with working in an international environment