Operation Manager

As an Operations Manager, you’re a manager of managers. You get what it’s like to be in their shoes, and you know how to help them support and level up their teams. You’re accountable for overall group performance and for turning a group of individual leaders into a strong, healthy leadership team.

Sound like you? Then keep reading: 

You’ll work closely with your Program Manager and collaborate with the Client Operations Director on strategy, direction, and execution. You’ll also lean on Core Support Teams for admin and operational tasks, which means strong planning and coordination skills are key. Strategic thinking is a big part of the job, and you’ll grow those skills on the job with executive mentorship.

This is what you would be expected to do: 

• Partnering with the Client Operations Director to create and execute client strategy (direction, pace, and approach);
• Leading performance management rituals (RnR, RPG, etc.);
• Setting clear direction and priorities for your Program Manager;
• Monitoring team performance, understanding team dynamics, and improving outcomes;
• Coaching and developing your direct reports, including co-creating development plans and holding people accountable to them;
• Onboarding and supporting new managers as they join your team;
• Regular reporting (written and verbal) and participation in leadership and client meetings;
• Working with WFM on scheduling, capacity planning, and invoicing;
• Analyzing team data and behaviors to inform decisions and contribute to broader campaign insights;
• Documenting team health, leadership dynamics, and individual challenges;
• Owning your own growth and career development in partnership with your manager;
• Daily journaling and reflection.
• Reference: iB9TVmqgd0F1crqIXIYix8CPnr4I4IiN4vP4ReOubKVO03Ooby8_3Dc1X6Cc4fAE

Additional Things You May Do from Time to Time:

• Triage issues and escalate when needed;
• Participate in the broader leadership community;
• Run experiments and help with surveys or research;
• Collaborate with the Human Understanding Group;
• Help improve internal processes and the overall work environment;
• Create training materials and document policies, processes, and procedures;
• Communicate directly with clients to share updates and feedback;
• Present on topics to teammates or clients;
• Help audit partners;
• Test new games and features (and keep them confidential).

What we're looking for in your core skills and experience:

• English at C1 level or higher (and C1 in the language of support, if different);
• Strong written and verbal communication;
• Comfort with conflict resolution and giving/receiving feedback;
• Solid performance management skills;
• Critical thinking and good judgment;
• Integrity and accountability — you do what you say you’ll do;
• Ability to train and coach others patiently and effectively;
• Basic project management skills;
• Comfort with data, statistics, and data handling at a basic level;
• Familiarity with common tools (Google Workspace, Microsoft Office, internet research);
• Ability to work from home (reliable internet, secure and quiet workspace, suitable computer, and consistent availability).

Nice to have:

• Basic experience with strategy and change management;
• Strong experience using productivity tools;
• A genuine love for games (especially video games);
• Basic product management knowledge;
• A basic understanding of software development.

If this all sounds like you, click that apply button and let's see if it's a match! 

A little bit about us: 

Player Support is a global company with an office in Belgrade, Serbia. We help video game companies build trust with players and partners by resolving player requests, improving player experiences, and supporting live game operations.