Program Manager

Global Player Support with our client strives to shatter the service expectations of players worldwide, providing millions of players with high-quality support that echoes our client's values in every experience they provide.

As the Global Player Support Scaled Operations Program Manager you will lead Global Player Support’s Service Quality Assurance and Center of Excellence programs. This will include evolving and further operationalizing our service quality assurance program as well as launching and leading our internal center of excellence support team.

In this role, you will gain a deep understanding of what it means to deliver high-quality support consistently and at scale. You’ll enable global player support through quality improvement initiatives, launching and leading a top-tier center of excellence team, and supporting an active feedback loop to improve the agent and player experience.

Our client is looking for a candidate who is driven and passionate about driving results, has a strong bias toward action, and is excited to work in a player-focused environment.

Responsibilities:

• Partnering with Sr. Manager, Scaled Operations, define and implement a holistic strategy, roadmap, and resource model to scale, expand, and support our service quality assurance and center of excellence programs
• Lead two high-performing programs that unlock world-class service standards and raise the performance bar for global player support operations
• Leverage quality and operational performance metrics to determine efficacy of service quality assurance and center of excellence programs; refining the programs accordingly to improve performance outcomes
• Establish a Center of Excellence program, aimed at modeling world-class service excellence and identifying opportunities for further scale and impact
• Execute the evolution of our service quality assurance program, driving for accuracy of evaluation, increasing evaluation impact, and delivering operational insights for continuous improvement initiatives
• Partner cross-functionally to define working agreements, engagement and intake practices, stakeholder requirements, SLA expectations, and objective alignment across the organization
• Create and maintain a feedback loop with internal stakeholders; sharing process improvement recommendations as identified through gap analysis, collaborating in solutions, and ensuring the execution of resulting quality assurance initiatives
• Communicate program/project status succinctly to relevant stakeholders, presenting at the Executive level when required
• Maintain currency of service quality assurance and support operations industry trends and technology, ensuring Global Player Support’s quality assurance effectiveness and impact continuously evolves

Required Qualifications:

• 7 years in service quality assurance and/or operations functions; or a combination of education and experience
• 3 years leading service quality assurance and/or operations functions
• Demonstrated experience in end-end service quality assurance program design, leadership, and execution
• Demonstrated experience leading high-performing operations support teams, ranging from small to large scale operations
• Demonstrated experience in identifying opportunity spaces, defining strategy, aligning vision, and driving deliverable and performance outcomes
• Demonstrated ability to lead multiple projects simultaneously, delivering against project requirements and timelines
• Thrives in ambiguity, can adapt and lead through dynamic environments, and is biased towards action
• Willingness/capability to travel up to 25%

Desired Qualifications:

• Experience in managing partner operations functions, vendor relationships, and a globally distributed team
• Bachelors/Masters in Business, Organizational Leadership, or Operations and/or Contact Center Certification such as CCCM or COPC
• Experience working in the Tech and/or Gaming Industry