В игровую компанию Riot Games приглашают Partner Manager-а.
You will own the relationship with these partners working with the partners leaders to ensure:
Team health and culture on our partner sites is positive
Our commitment to players, usually in the form of KPIS and SLAs are being met.
You will also ensure we accomplish the above in a financially sustainable way and track and forecast our expenses.
You will help guide and make important operational decisions relevant to the site you are managing
You will manage Riot service needs with partner/vendor
Risk management. You will prepare for, and provide guidance and structure in case problems. You will use defined guidelines and expectations, hold vendor(s) accountable to performing root cause analysis for problem areas, and manage issues through to resolution
Implement necessary changes (new processes, changes required to support new games, etc.)
Measure and validate success - Will involve both ongoing vendor evaluation and establishing KPIs for evaluation of a project and evaluating projects
Report, communication and stakeholder management with invested parties
Required Qualifications:
1+ year/s of operations management, and 3+ years experience in Customer Services.
Have managed a medium to large vendor operation
Experience working with BPOs / Launching new Contact Centers
Experience managing medium to large, global B2C support centers
Understanding of Support KPIs and how to assess vendor success
Understanding of financials and determination of ROI
BS/BA Degree, MBA a plus
Desired Qualifications:
ITIL4
Experience working with vendors
Understand and usage of analytics
Project management.
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