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Trust & Safety Product Manager

Keywords is the Leading Studio that supports top Gaming companies and its titles around the world. We do this by making sure players have the best experience,.

The Trust & Safety team at Keywords Studios, is raising the game by making sure Moderators (we call them Superheroes) and their wellbeing is taken care every day they interact with players. This becomes a real win-win for everyone, where our clients continue to be complimentary on the level of quality, engagement, happiness and value that our Superheroes are bringing to their projects.

In this Strategist role, you have a chance of impacting the gaming world in a meaningful way.

You will be working side by side with the client, putting together strategies for all of their moderation needs, including UGC, escalation processes, moderation standards and processes, third party technology, etc.

You will also be managing a team of Strategists, who will take the Moderation built with the client and make sure it comes to success from the operational standpoint.

What would you be responsible for:

• Meet with clients and partners to learn and understand needs and requirements
  
• Thoroughly document client specifications
• Work collaboratively with clients and internal stakeholders to recommend and build moderation strategy and onboarding approach
• Key subject matter expert and consultant with regards to creating a moderation plan for clients

• Lead and develop the onboarding team

• Team hiring and onboarding of new team members

• Team enablement, by training, coaching or mentoring

• Scale the global onboarding strategy and process

• Be the driving force behind cross-functional collaboration, within Trust and Safety, Player Support, Sales and Moderation teams

• Supervising all Onboarding projects managed by the global onboarding team (“onboarding managers”)

• Reporting on team and Onboarding project status to the Head of Trust and Safety

• Encouraging and supporting overall goal-achievement

• Supporting initiatives for upsell potentials

• Keep an overall pulse on Moderation projects, identifying potential opportunities for training, policy refinement, process improvement, reporting gaps, service offering upsell, etc

Requirements

• 5+ years of experience in project management
• 5+ years of experience in B2B solutions implementations within SaaS, Gaming, and IT sector
• 3+ years of Trust and Safety, online moderation, and community management experience
• You are passionate about helping your team members to onboard clients successfully and to develop on a personal level
• Excellent skills in communication and general project management practice, including structures and processes along with our (data-driven) tool landscape
• Having a sight for the big picture, oversee relevant topics also outside the team and the department
• You are a highly motivated, proactive and self-starting individual who loves to work in a diverse and international team

Benefits

Our employees are our most valuable resource; therefore we provide them with a competitive compensation package commensurate with skills and experience, excellent benefits, high level of job satisfaction and a casual and fun work environment.

Keywords International is dedicated to following a well-established Equal Opportunities Policy. We endeavour to create a workplace which provides for equal opportunities for all employees and potential employees.