Vendor Operations Manager, Player Support

Location Type: Remote - US & Canada Employment Type: Full-Time

Position Overview

"Players are our House Guests" is a core value here at thatgamecompany, and we are looking for a Vendor Operations Manager to ensure that our player support operations embodies that value. As the Player Support Vendor Operations Manager, you will develop and execute our vendor strategy, converting the needs of the studio into a coherent plan that enables outstanding service. This role will lead a team of operations-adjacent experts and demonstrate that great service can be respectful to its operational cost.

Responsibilities

• Oversee execution of the vendor operations strategy
• Manage operational performance, tracking and reporting on operational KPIs.
• Be the primary point-of-contact for BPO vendor collaboration and communication.
• Hold vendors accountable in meeting studio expectations, overseeing vendor operations, staffing models, and execution of policy/procedures.
• Lead team of operations and operations adjacent roles to drive continuous improvement in player experience, operational efficiency, or other key areas of focus.
• Conduct regular audits to ensure vendor’s adherence to contract, regulatory requirements, best practice, and company values.
• Analyze and report on operational performance and relevant operations data, extracting insights and formulating recommendations for improvement.
• Manage invoicing, budget, and forecasting to ensure cost effectiveness of the active vendor strategy.
• Be involved in the career development of direct reports.

Requirements

Must Haves:

• 5+ years of experience in BPO vendor management, customer service operations, or player support leadership.
• 3+ years managing direct reports and proficient in expectation management, performance management, and career development.
• Ability to manage multiple BPO vendors with a combined total of 50+ staff.
• Mastery of support operations workflows, workforce management, and quality assurance.
• Strong analytical and problem-solving skills, proficient in analytics software such as Tableau, New Relic.
• Experience with CRM Platforms such as Zendesk, Salesforce, Helpshift.

Nice to Have:

• Actively play Sky: Children of the Light
• SaaS Customer/Player Support Experience

Perks and Benefits

• Paid Time Off, Holidays and Two Weeks Winter Break
• Medical, dental, and vision coverage for employees and their dependents from day one.
• Pet Insurance.
• Compassionate leave for family care.
• Pre-tax wellness stipend.
• Pre-tax work from home stipend.
• 401K program with company match.
• Mental health resources including Headspace membership and Employee Assistance Program (CCA).
• Discount portal for everyday goods and services.
• Employee inclusive and diversity initiatives such as Grow Together.
• Support for personal professional development.

Company Information

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

The salary range for this position is $90,000 USD to $120,000 USD annually, with the opportunity to earn an annual discretionary bonus. This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices.

Employees in this position are eligible to participate in the Company’s standard employee benefit programs, which currently include the following: medical, dental, vision, 401k, and paid time off.

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