Trust and Safety Project Manager (T&S PM)

  • Individual Contributor
  • Remote-Friendly
  • Remote, US (Remote)
  • Experience level: 2+ years

Website keywordsstudios Keywords Studios

This content was reproduced from the employer’s website on October 10, 2022. Please visit their website below for the most up-to-date information about this position.

Description

Keywords is an international technical service provider to the global Video Game Industry with 70+ offices across 23 countries and 5 continents.

Keywords Player Support is looking to fill this vital role in their Trust & Safety business. T&S is the practice of making sure players, communities, clients, and moderators thrive and enjoy online, while interacting with each other.

T&S is a department “on the making’ so we are looking for someone that can multi-task, organized, work on research, documentation and someone that is able to work and communicate clearly and successfully with different areas of the organization. High energy and positive is a must.

Reporting to: Head of Trust & Safety, this is a full-time position, supporting all aspects of business and solutions development and when needed, logistical, administrative and project support, including but not limited to:

  • Managing the Moderation Management team’s current project processes, and implementing any improvements or new processes.
  • Ensuring that all project and team-related documentation is stored correctly and is up to date.
  • Reporting project statuses and information to the management team on a regular basis.
  • Managing day-to-day client interaction in conjunction with project teams.
  • Setting and managing client expectations and resolving or escalating client issues in a timely manner.
  • Attending calls with prospects. Partners and clients and ensuring that any follow-up actions are assigned to the right person and tracked appropriately.
  • Work with the solution team to respond to RFPs and RFIs
  • Creating documentation, such as training, procedures, service overview decks, etc
  • Analyzing project profitability, revenue, margins, bill rates and realization.
  • Ensuring that correct quality control procedures are met
  • Take ownership of the Wellness and Resilience program for the moderators in cooperation with HR

Requirements

  • Minimum of 2 years’ experience in Project/Community Management or similar role in the Video Games
  • An understanding online moderation/community management within the video game industry
  • A ‘can-do’ attitude.
  • Client-facing and negotiation skills.
  • Ability to work effectively and decisively under pressure.
  • Writing and documentation skills
  • Ability to handle multiple projects and multiple project types concurrently.
  • Highly organized with the ability to prioritize tasks.
  • Ability to prepare and control a work schedule and deliver to budget.
  • Ability to prepare, interpret, and effectively utilize management information reports.
  • Ability to analyze problems, recommend and implement effective solutions to difficult and politically sensitive problems.
  • Excellent verbal and written communication skills.
  • Superior competency using spreadsheet software (Excel, GSheets).
  • Basic IT literacy, specifically: MS Office suite

Key skills

  • Creative
  • Analytical
  • Communicative
  • Goal-focused
  • Organizational
  • Self-starter
  • High energy

This position is to work from home and can be based anywhere in the world as long as you can work in Pacific business hours.

To apply for this job please visit apply.workable.com.