Operations Manager - Player Support

We are seeking an experienced Operations Manager to join our Player Support team. As an Operations Manager, you will lead multiple projects towards success, driving operational profitability and ensuring timely and accurate billing for all projects. You will also be responsible for managing project scope, spotting potential risks, and crafting strategic contingency plans.

Key responsibilities include:

• Managing assigned projects comprehensively, ensuring client expectations are met and processes adjusted as necessary
• Collaborating with the Business Development Management Team to assess new project scope, provide expert advice to clients, and agree on processes and timelines
• Maintaining performance records of Team Leads and agents, offering continuous feedback and mentorship
• Coordinating schedules with Team Leads and facilities for optimal project execution
• Interacting daily with clients, overseeing project-related communication and strategies
• Implementing quality control procedures across projects
• Defining workflow and responsibilities among project team members
• Ensuring project financial success, delivering accurate reports and invoices to clients on time
• Timely addressing and resolving project or HR issues, escalating them if necessary

Requirements:

• Experience working with US clients
• Experience in a demanding work environment
• Experience leading the launch of a support project/operation
• Strong client relationship management and negotiation skills
• Leadership skills, capable of rallying teams to achieve common goals together and inspire success in others
• A keen eye for errors/inconsistencies in both their own and others' contributions, highlighting or amending these as appropriate
• Professional proficiency in English

Nice-to-haves:

• Formal Project Management techniques or training such as PMP
• Experience with Zendesk or Helpshift or other major customer support tools

Benefits:

• Salary: $45,000 - $50,000 MXN monthly gross (before taxes)
• Law Benefits
• Career path
• After probation period:

+ Medical expenses insurance + Saving funds + Grocery tickets ($1,200 MXN)