CX & Operations Manager

Title- Project/Program Manager

Location: Mercer Island, WA

Duration 12 + months

Responsibilities:

• Partnering with the 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