Player Support Vendor Manager
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Player Support Vendor Manager
13.03.2024 Player Community & Support Permanent Open position Apply hereAt Rovio you will get to work with multiple groundbreaking IPs including one of the most famous game IPs in the world: Angry Birds! We craft joy with player-focused gaming experiences that last for decades. In order to do that, we know that people need to bring their own joy to what we do. That’s why we value work-life balance, say no to crunch culture, and welcome people from all walks of life to join the flock. Today, we are a proud team of 500+ caring and talented professionals representing over 50 different nations.
We trust our teams to work autonomously by providing them the right tools and level of responsibility. We believe in our teams to remain creative and to keep learning – as well as ensuring everyone has opportunities for personal growth.
We are now looking for a Player Support Vendor Manager to join a humble team of passionate Player Support professionals with big ambitions. Are you ready to reimagine how we think about Player Support in the mobile game world? We are not running a helpdesk but building a dynamic product team that aims for innovative standards in the industry. As a Player Support Vendor Manager, you will be at the forefront of this exciting transformation, working with our service delivery partners and leading the charge to deliver exceptional experiences for our players worldwide.
What you will do:
- Own your piece of the puzzle and drive meaningful strategic improvements impacting our agents, players, and overall business success. Your ideas and initiatives will help shape the future of Player Support at Rovio.
- Develop and nurture strong relationships with our Business Process Outsourcing (BPO) partners. You will be the linchpin in ensuring seamless collaboration aligned with our strategic objectives and fostering a culture of innovation and excellence.
- Become a true expert in Rovio's games and internal player support tools, immersing yourself in the mobile gaming world. Use data-driven insights to steer our BPOs towards achieving key deliverables, driving performance and quality to new heights.
- Take charge of workforce management, quality control, and performance calibrations, ensuring that our Player Support operations maintain the highest standards of excellence. Collaboration with your Player Support colleagues will be the cornerstone of our success.
- Work closely with internal and external stakeholders, collaborating across teams to achieve our shared goals. Your ability to forge strong partnerships will be essential in achieving our vision.
Experiences and skills we are looking for:
- Proven experience in a Support Vendor Management role
- Proven experience in Customer Support at a game studio or a vendor working with game studios
- A data-driven mindset with proficiency in reporting
- Excellent presentation skills
- Effective stakeholder management and communication
- A hands-on, self-sufficient individual who can work independently and as part of a team
- Spoken and written fluency in English
Interview process:
- First meeting: You will meet the Talent Operations Coordinator to get acquainted and learn more about Rovio and the specifics of the role.
- Call with a Hiring manager: We will dive deeper into your skills and background, and also discuss what motivates you.
- Take-home test: Engage in scenarios related to Player Support Vendor Management to showcase your expertise.
- Test review meeting: Discuss your test results and insights with our team.
- Final round: Meet with our passionate team members to discuss how you and the team could help each other develop.
Please send your CV (and Portfolio when applicable) in English
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We welcome applicants to use the name they want to be addressed by in the application form, regardless of whether it is their legal name.
At Rovio, we are also committed to providing reasonable accommodations for qualified individuals with disabilities or special needs in our working environment and job application procedures. We make all reasonable accommodations for persons with disabilities or who otherwise need support to thrive in the workplace. We are committed to continuously improving workplace accessibility. If you have any questions before applying, please write to us at recruitment@rovio.com.