Senior Program Manager (Engage) – Keywords Studios

Overview

*This opportunity is open across Europe.

At Keywords, we are using our passion for games, technology and media to create a global services platform for video games and beyond. Our aim is to become the “go to” provider of technical services.

We enable leading content creators and publishers to deliver immersive experiences and captivating stories to billions of players across the globe.

We are trusted to deliver impactful, high-quality services across the game development lifecycle. We provide centralized solutions with a global reach – spanning Game Development, Art Services, Marketing Services, Functionality Quality Assurance (FQA), Localization, Localization Quality Assurance (LQA), Player Engagement Services – to support our clients create and deliver amazing gaming experiences for players worldwide.

Due to our continued growth, we are looking for an experienced Senior Program Manager to join our Engage Service Line.

The Engage Service Line partners with video game and adjacent industry clients to support business growth through industry-leading support services. The global delivery teams provide a range of services, including Community Management, Social Media, Player Support, Trust & Safety, and more. Our approach to people, process, and technology ensures the best outcome across quality, cost, and service.

As Sr Program Manager, you will be responsible for the largest, most strategic programs we operate within the Engage Service Line. Representing these programs to our senior stakeholders internally and externally, as the day-to-day business leader ensuring performance and partnership excellence.

A successful candidate will bring their significant knowledge and experience of best practices to build strong, trusted relationships with our key clients, but also with our operational delivery teams across several sites and geographies.

Responsibilities

– The direct leadership of large, strategic programs in the Service Line, some growing to the scale of $10M+ in annualized value and more than 100 people.
– The ownership of several client programs within the portfolio and the management of a group of Program and Project Managers.
– Developing long term, high value relationships with our internal delivery studios and external clients with a programmatic approach to service delivery and relationship management.
– Understanding the goals of the Engage Service Line and facilitating objective achievement by leveraging service management standards and client management best practices.
– Working with internal stakeholders in the Engage Service Line (grow, solution, delivery, support), Service Line Leaders and Operational Site Directors.
– Accountable for the full results of critical programs, for example:
– Client satisfaction, experience, and commercial development.
– Internal and external stakeholder alignment and communication.
– Development of delivery standards and continuous improvement plans per client.
– Delivery performance (e.g. KPIs, Quality and CSAT).
– Successful commercial negotiations, forecasting and budgeting.

Requirements

– 3+ years working directly with outsourced delivery providers in a management capacity or leading large programs in an BPO/Outsourcing company.
– Experience delivering support services in the video game industry including Community Management, Player Support, and/or Trust & Safety.
– Ability to establish relationships with clients, build trust and repour, and influence change.
– Experience with defining and implementing solutions within large scale clients.
– 2+ years’ experience in line management, coaching and developing team members including leaders.
– Proven experience in leading business reviews and driving tactical and strategic plans across accounts.
– Experience generating forecasting and budgeting reports using Excel or Google Sheets.
– Excellent communication and English language skills.
– Passion for process excellence, resolving problems and a drive for continuous improvement.

Tagged as: 3-5 Years