Service Quality / Operations Manager
Title- Service Quality/Operations Manager
Location- Mercer Island, WA 3 days/week
Type- Contract- Long term (W2)
Job Description-
Client strives to shatter the service expectations of players worldwide, providing millions of players with high-quality support that echoes values in every experience we 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.
We re seeking 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 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
Title- Service Quality/Operations Manager
Location- Mercer Island, WA 3 days/week
Type- Contract- Long term (W2)
Job Description-
Client strives to shatter the service expectations of players worldwide, providing millions of players with high-quality support that echoes values in every experience we 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.
We re seeking 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 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