# Operations Manager - Player Support

**Company**: Keywords Studios
**Location**: Mexico City
**Experience**: senior
**Job type**: full-time
**Salary**: $45,000 - $50,000 MXN monthly gross
**Category**: Operations
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q64141679

**Apply**: https://jobs.workable.com/view/k4ecUERvqrp8Sz44fkrTmU/operations-manager---player-support-in-mexico-city-at-keywords-studios?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_c24b0176-050

## Description

Join Keywords Studios' Player Engagement team as an Operations Manager, leading multiple projects towards success and driving operational profitability. You'll manage assigned projects comprehensively, ensure client expectations are met, and maintain performance records of Team Leads and agents.

Responsibilities:

- Manage assigned projects comprehensively, ensuring client expectations are met and processes adjusted as necessary.

- Collaborate with the Business Development Management Team to assess new project scope, provide expert advice to clients, and agree on processes and timelines.

- Maintain performance records of Team Leads and agents, offering continuous feedback and mentorship.

- Coordinate schedules with Team Leads and facilities for optimal project execution.

- Interact daily with clients, overseeing project-related communication and strategies.

- Implement quality control procedures across projects.

- Define workflow and responsibilities among project team members.

- Ensure project financial success, delivering accurate reports and invoices to clients on time.

- Timely address and resolve 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' contribution, highlighting or amending these as appropriate

- Professional proficiency in English

Benefits:

- Salary: $45,000 - $50,000 MXN monthly gross (before taxes)

- Law Benefits

- Career path

- Medical expenses insurance

- Saving funds

- Grocery tickets ($1,200 MXN)

## Skills

### Required
- Leadership
- Analytics
- Communication
- Business
- Client Relationship Management
- Project Management

### Nice to have
- Formal Project Management techniques or training such as PMP
- Experience with Zendesk or Helpshift or other major customer support tools

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Source: [Apply at jobs.workable.com](https://jobs.workable.com/view/k4ecUERvqrp8Sz44fkrTmU/operations-manager---player-support-in-mexico-city-at-keywords-studios?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)