Gaming Player Support Project Manager

TransPerfect; Varese; In loco; EUR 40.000 - 60.000; Tempo pieno

Descrizione del lavoro

TransPerfect Gaming is seeking a Player Support Project Manager passionate about gaming and experienced in project management. This role involves leading a multilingual team, enhancing performance metrics, and maintaining high standards of client satisfaction while managing budgets and ensuring compliance. Join an award-winning company to grow your career in a vibrant and supportive environment.

Servizi

Flexible remote work

Opportunities for career growth

Exciting projects with leading game developers

Competenze

• At least 3 years in a management role, managing teams of over 50 members.
• Solid understanding of GDPR and data privacy regulations.
• Demonstrated ability to achieve high CSAT levels.

Mansioni

• Design, maintain, and deliver regular reports on team performance.
• Lead by example, training managers and overseeing team members.
• Manage project budgets and ensure compliance with legal requirements.

Conoscenze

Project Management

Team Leadership

Analytical Thinking

Client Relations

Crisis Management

Strumenti

Zendesk

Google Workspace

Discord

Teams

Slack

Descrizione del lavoro

PLEASE APPLY WITH A CV AND A COVER LETTER

WHO WE ARE TransPerfect Gaming is a global team of passionate gamers offering world-class player support, community management, testing, localization, cybersecurity, co-development and more. Valuing innovation and teamwork, we're driven by our love of gaming. Our mission is to make every game enjoyable as our teams break language barriers and develop inclusive player communities. Together, we can create immersive experiences that resonate with players worldwide.

WHAT WE ARE LOOKING FOR Are you passionate about games and project management? Do you have the strategic mind and leadership skills to ensure the success of a large 24 / 7 team covering over 10 languages? As a Player Support Project Manager at TransPerfect Gaming, you will be key to maintaining our high standards and fostering a positive team atmosphere. Your role will include striving to improve team performance and ensuring strong KPIs, with a focus on CSAT, QA, and productivity. You will also manage client expectations to exceed their needs.

RESPONSIBILITIES Reporting & Analytics : Design, maintain, and deliver regular Google Sheets based reports and agent journals covering quality, productivity, and player satisfaction. Client Relations : Serve as the main point of contact, ensuring client satisfaction through high-level communication and providing actionable insights. Team Leadership : Lead by example, training managers by demonstrating best practices. Oversee and coordinate all team members involved in your projects. Performance Management : Regularly review team performance through one-on-one feedback sessions. Utilise performance data to identify and nurture future leaders. Recruitment & Training : Select, interview, and onboard new team members at all levels. Set criteria for and supervise project tests and training programs. Process Improvement : Actively seek and implement methods to enhance project efficiency. Recommend new tools, processes, or policies to boost overall performance. Risk Management : Develop and implement solutions for potential challenges identified through project data. Advise on operational risks and capacity issues. Documentation : Ensure all project information is meticulously documented and clearly communicated to clients. Stakeholder Collaboration : Collaborate with internal and external stakeholders to align project goals and ensure successful outcomes. Technology Integration : Stay updated with the latest technologies and tools in the gaming industry to incorporate innovative solutions into the support process. Budget Management : Effectively manage project budgets to ensure cost-efficiency while maintaining high quality. Crisis Management : Promptly handle escalations and crisis situations to maintain client trust and project stability. Compliance & Security : Ensure all support processes comply with relevant legal, regulatory, and security requirements to protect client and player data.

THE IDEAL PROFILE A deep passion for mobile games with a solid understanding of how gaming communities work. Highly skilled in Zendesk, Google Workspace, Discord, Teams, and Slack. At least 3 years in a similar management role with proven experience managing teams of over 50 members. Comprehensive understanding of GDPR and data privacy regulations within team operations and client interactions. Demonstrated ability to achieve high CSAT levels through effective team management and client relations. Proactive approach to problem-solving and strong analytical abilities, with experience in designing, maintaining, and delivering detailed reports using Google Sheets. Exceptional leadership skills to inspire and manage a large, remote team and excellent communication abilities for managing client relationships. Excellent organisational and multitasking abilities to handle multiple projects simultaneously in a dynamic, high-pressure environment. Experience managing a multilingual team operating 24 / 7, with the ability to adapt to changing environments efficiently.

WHY JOIN US? Be part of an award-winning, multilingual gaming services company. Enjoy the flexibility of remote work while staying connected to a dynamic team. Work on exciting projects with some of the leading game developers in the industry. Opportunities for career growth and development in a fast-paced, innovative environment. Foster a positive team atmosphere that encourages growth and success.

Interested? Then we want to hear from you!

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