Introduction to the role:
Responsibilities
- Work cross functionally to triage operational issues and help drive resolutions for gaming developers.
- Manage day to day operational work and offer high-touch solutions which includes addressing games submission pipeline, policy compliance, product bugs escalation, developer contracts and registration issues.
- Own internal operational tasks such as filing escalation reports, monitoring outcome, communicating status internally to partner managers and externally to gaming developer partners.
- Serve as an internal advocate aligning operational needs from key gaming developers with the policy and developer platform team
- Being the subject matter expert within the Facebook Play platform partnership team on developer platform policies
- Proactively identify opportunities to improve partner experience on platform compliance through the creation of scaled messaging and education materials
Minimum Requirements
- BA/BS Degree or Higher
- 5+ years of experience in online operations, customer success, account / partner management or project management
- Exceptional communication and presentation skills, and the ability to clarify and summarize complex issues
- Ability to work effectively and cross-functionally with all levels of management, both internally and externally
- Good understanding of the Internet or Gaming industry
- Advanced skill in MS Excel and PowerPoint for data reporting purposes
- Fluent in English communication and native Korean (Ability to converse in Japanese will also be a plus point.)
Day to day:
- 40% of the role will be focusing on gathering data/inputs from cross functional team members, dashboard, partner managers to formulate report on concerns/issues that needs to be addressed. Having the ability to identify problems/issues based on the data and recommending solutions. Presenting the data/insights on the partners.
- 40% will be looking at issues flagged and run investigation to gather more information to find out on root cause before troubleshooting can take place.
- 20% of the role will concentrate on proactive outreach, messaging/educating partners, process improvement, providing feedback to ensure compliance.
Interaction level with stakeholders:
- 70% with internal stakeholders: DevOps team, policy team, Product team, Engineering team, Strategic partner managers
- 30% with external stakeholders: Gaming developers
We regret to inform that only shortlisted candidates will be contacted.
EA Reference: R22104900 Chloe Zheng Qimei
Allegis Group Singapore Pte Ltd, Company Reg No. 200909448N, EA License No. 10C4544
