AVAILABLE POSITIONS Operations Manager

 The safety of our candidates and team members is our top priority. During the COVID-19 pandemic, our workforce transitioned to working from home, with all interviewing and onboarding being conducted virtually until further notice.

You will be responsible for supporting the Partner Services team by helping to lead the Player Support operation across Zynga, working closely with vendor partners & Player Success Org pillars to achieve shared goals. Successful candidates for this role will be expected to achieve and maintain service levels, measure and improve player satisfaction and quality, manage teams and vendor operations, and deliver strategic initiatives that scale the business for continued growth. 

You will continuously improve our support offering through close partnership with relevant stakeholders and the leadership team, leveraging the innovation of tools and technology, and proactively experimenting new ways of working. This position requires working cross-functionally with game studios, internal teams, and external partners located globally. You will work with the Leadership team to develop and manage customer satisfaction strategy, lead and monitor analysis of results vs plan, and provide recommendations and implement solutions to drive program excellence.

A passion for gaming and delivering the highest standards of support are a must! This role requires a data-driven, innovative leader that will identify opportunities to influence and optimize the customer experience. You will create and execute support strategies that help player support to deliver on program KPIs and operational efficiency. The candidate for this role should have experience managing colleagues and peers, providing feedback and core skill development, and delivering coaching plans. You should be comfortable working in a very fast-paced environment and have strong communication skills to influence multiple stakeholders.  

Responsibilities:

  • Drive exceptional customer experiences across support channels and titles based on player feedback and survey ratings. 

  • Create short, mid & long term strategies relating to player support operations; focused on KPI’s, SLA’s, contact channels, team structure, innovation, tools & partnerships

  • Strategic planning and assessment of operational gaps, opportunities, readiness for new product launches, and help improve or innovate program processes, playbooks, and customer journeys.

  • Push forward projects and initiatives that evolve customer experience and provide greater business value. Actively scope out new technology, player trends & industry changes, and evaluate adoption for Zynga. 

  • Lead and manage vendor support operations, including quality assurance, performance calibrations, productivity, and KPI performance, and streamline processes to build a scalable operation. 

  • Oversee capacity planning for agent headcount and coordinate with workforce management for vendor resources and allocation, as well as adherence to SLAs and budget management.

  • Develop cost-saving strategies to manage against budget targets. 

  • Point of contact for third-party partners, ensure regular communication, achieve best ROI through raising priority features for Zynga. Involve Zynga in beta tests for upcoming feature releases

  • Expert CRM superuser and ability to train others on support tools. Utilize expertise to share recommendations & best practices with Player Support Managers, maximizing value from CRM features and coordinating adoption and execution.

  • Lead Quality Operations across the enterprise, pushing for innovative solutions and insights, leading alignment and high-quality execution across the portfolio.

  • Review vendor team performance and ensure they are calibrated on Zynga policies and procedures and meeting defined Zynga performance expectations.

  • Conduct regular team meetings and one-to-one meetings to ensure the team understands current team status and performance.

  • Leverage data and analysis, present findings, and provide recommendations to the leadership team to influence business decisions. Implement and test pilot ideas.

  • Assess and influence enterprise reporting to meet the needs of the business and to improve decision-making. 

  • Reporting on process improvements, team performance, and development opportunities. 

  • Consult and provide recommendations to internal studio service partners and new M&A teams. 

  • Close partnership with Player Support Managers to align strategy and execution against support KPIs and program goals across Zynga titles.

  • Peer support and mentorship with detailed coaching plans.

  • Ensure a healthy, motivated, and positive team environment, addressing issues and providing feedback where necessary in a timely manner.

  • Be a role model by adhering to and living our company values – lead by example.

 

Required Skills: 

  • Minimum of 3+ years experience in customer service operations / leading service teams / using CRMs for multi-channel support 

  • Vendor management experience required

  • People management experience in a diverse, inclusive environment across global locations

  • Highly proficient in data analysis and preparing reports for varying audiences to influence and inform. Advanced knowledge of Excel is a must with experience in other data analysis and BI tools

  • Ability to confidently present to various stakeholders & audiences 

  • Work with and influence others outside of direct responsibility to achieve shared goals

  • Strong communication skills with individuals at all levels internally & externally 

  • Ability to use, visualize & understand data to make informed decisions & take smart risks

  • Self-motivated with strong organizational skills and high attention to detail. 

  • Excellent leadership, strong commitment to people development, and effective time management skills

  • Experience using and administering CRM tools

  • Proficiency in MS Office required

  • Experience in online gaming desired

  • Passion for gaming and customer service 

  • Some travel may be required

  • Ability to work flexible hours 

  • Degree preferred

What we offer you :

  • Competitive salary, bonus plan, Zynga RSU’s (Restricted Stock Units), ESPP (Employee Stock Purchase Plan)
  • 401K Company Match Contribution
  • Medical, dental, vision, EAP, life insurance, and disability benefits
  • Virtual mental health and neurodiversity support programs
  • Family planning support program
  • Generous paid maternity/parental leave
  • Subsidized Back-up child care
  • Discretionary Time Off policy for many employees
  • Flexible working hours on many teams
  • Culture of diversity and inclusion including employee resource groups
  • Work with cool people and impact millions of daily players

We are an equal opportunity employer and we are committed to building a diverse and talented workforce. We do not discriminate on the basis of race, sex, religion, colour, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, medical condition, disability, or any other class or characteristic protected by applicable law. We welcome job-seekers, players, employees, and partners from all backgrounds to join us!

We will consider all qualified job-seekers with criminal histories in a manner consistent with applicable law.

We are committed to providing reasonable accommodations to qualified individuals with physical or mental disabilities in order to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.  Please contact us at AccommodationRequest@zynga.com to request an accommodation associated with your application for an open position.

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Careers region: North America

Careers Category: QA & Customer Support

Careers location: Austin, TX

Careers Type: Full-Time