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Job Summary

Company
Foreign HR

Location
Beijing

Job Type
Full-time

Years of Experience
10+ years

Salary
Negotiable / Month

Career Level
Executive(SVP,VP,Department Head,etc)

Job Reference Code

Operation Director

Location: Beijing

Post Date: Dec 23, 2016

Our Client is a US/China-based mobile and social game group with growth primarily in Europe, North American and Asian markets. Their games cover multiple platforms such as Facebook, IOS and Android. They are now looking for their next Operation Director in Beijing!

 

Responsibilities:

 

1/ Work with our client's international leadership teams, lead and manage support teams located globally; responsible for the overall direction and performance of the customer operations team; 

2/ Collaborate with development studios and launch partners to ensure Customer Service readiness for all new product launches; 

3/ Working with marketing team, lead operation team to create high impact social media campaigns;
4/ Effectively partners and builds productive working relationships with direct reports, peers, leadership, and partner management teams; 

5/ Work closely with our Quality Assurance and development studios to represent the voice of the player in order to drive product improvements; 
6/ Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as an outstanding role model and advocate of the customer; 
7/ Oversees all aspects of people management within our customer service operations including: recruitment, selection, training, performance management, coaching, and motivation; 
8/ Meet/exceed customer satisfaction and Net Promoter Score goals;

9/ Monitor operational activity (volumes, key performance indicators/metrics, corrective action reporting, performance plans, trends, client/project content changes, etc.); 
10/ Analyze and report on customer satisfaction levels and NPS results as well as other key metrics/business drivers; 
11/ Develop and execute accurate capacity plans based on email, chat and phone volumes; 
12/ Responsible for cost management (first contact resolution, process optimization and technical enhancements) and ensuring that support costs are within plan and in alignment with our studio/product teams;

13/ Develop and leverage strategies to ensure consistency in customer care; 
14/ Solving complex customer service issues and proactively heading off negative service trends; 
15/ Identifying and eliminating root cause barriers to accuracy, productivity, and quality; 
16/ Developing and achieving performance goals and objectives in order to meet and ultimately exceed customer expectations;

17/ Manages workflow, handles escalations, proactively engages resources to address issues, and effectively delegates workload across the leadership team; 
18/ Participates in business leadership meetings; develops and drives strategies and programs that improve the customer experience and competitive position ofthe organization; 
19/ Drives creation of staffing plans, schedules, quality initiatives, process change initiatives.

 

Requirements:

 

1/ The ideal candidate has the ability to stay focused and keep up with our client's continuous and fast-paced product cycle - all while motivating others to meet the daily challenges of an extremely deadline-driven environment;

2/ This position requires a candidate who has the ability to drive process improvements while motivating others to meet the challenges of an extremely customer focused and metrics driven organization;

3/ The candidate will have a strong commitment to employee development (including an emphasis on selection and retention), as well as an exceptional level of dedication, motivation and intelligence;

4/ Strong communication skills as well as a strong technical and analytical aptitude are required;

5/ Experienced in online community development and operation. Understands the nature of gamers and their communities. Experienced in Facebook management and/or other major social platforms.

 

If you wish to apply for this vacancy, please send your CV + description of your current situation to pro@foreignhr.com 

 

Email subject line: “Operation Director [Beijing]”