Operations Manager - Customer Service

Customer Service Operations Manager

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games. 

In this role you will oversees service delivery and team performance, ensuring operational targets and service standards are met. You will drive continuous improvement through data analysis, process optimization, and strategic leadership, contributing to operational excellence and achieving business objectives.

Key responsibilities will include:

• Ensure seamless service delivery, meeting operational targets, service standards, and quality expectations.
• Lead and develop a high-performing team, fostering accountability, driving engagement, and ensuring alignment with business objectives.
• Enforce compliance with regulatory requirements, internal policies, and risk controls, mitigating potential issues.
• Optimize operational workflows, leveraging data insights, automation, and collaboration across teams to enhance efficiency and scalability.
• Analyze key metrics and business trends, providing strategic recommendations to drive continuous improvement and operational excellence.
• Deliver high-impact reports and insights, enabling data-driven decision-making and proactive issue resolution.
• Perform other deliverables and outcomes as directed by the company.

What you will bring to the role:

• A minimum of 5 years of proven experience in leading customer service operations and teams. 
• Bachelor’s degree or equivalent experience.
• Proven experience in a leadership role within customer service.
• Strong communication, interpersonal, and collaboration skills.
• Expertise in service delivery, meeting operational targets, and ensuring quality standards.
• Knowledge of regulatory compliance, internal policies, and risk management.
• Proficient in data analysis and generating insights for continuous improvement.
• Ability to deliver actionable reports for strategic decision-making.
• Experience in the gaming or tech industry is a plus.

Personal competencies:

• Accountability: Accepts responsibility for outcomes (positive or negative); takes ownership for mistakes or missteps and refocuses efforts when necessary; holds self and others accountable for goals.
• Attention to Detail: Takes action to correct quality issues or notifies others of problems.
• Problem Analysis and Problem Solving: Resolves issues effectively with logical solutions.
• Communication Skills: Proactively communicates; informs others as needed. Capably articulates thoughts and listens carefully.
• Confidentiality: Handles confidential information with trust.

Leadership competencies:

• Ability to Influence: Uses effective interpersonal styles to gain acceptance of ideas; explores alternatives to achieve support from others.
• Accountability: Takes responsibility for actions, decisions, and deliverables; fosters a culture of accountability among direct reports
• Building a High Performing Team: Develops a capable and cohesive team; motivates others towards organisational goals; recognises and rewards contributions
• Building Partnerships: Identifies opportunities and builds strategic relationships across departments or organisations to achieve business goals
• Delegation: Assigns decision-making and tasks effectively
• Delivering Results: Sets high goals, meets or exceeds them; drives issues to closure
• Decision Making: Involves others as needed; ensures good information and buy-in for decisions
• Managing Conflict: Handles difficult situations effectively; reduces tension using appropriate methods

We primarily operate in a remote work environment; however, we appreciate a flexible approach with regards to travel to Metro Manila if required on occasion. Any changes to our remote work arrangement will be communicated with ample notice.

About VGW

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games.

With high-quality, acclaimed brands including Chumba Casino, Global Poker and LuckyLand Slots, we entertain and delight over one million players in North America.

As pioneers in sweepstakes promotions for online social games, we also offer our players the opportunity to redeem incredible prizes.

At VGW, one of our core values is "our players come first". This means always striving to deliver a safe, responsible and positive player experience.

Why VGW?

At VGW, we’re more than just a team. We’re a diverse and inclusive group of individuals, each playing a vital role in our success.

Our core values are clear and strong; we win together, do what’s right, put our players first and are powered by passion.

We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported. We recognise that life is more than just work - that’s why we’re all about flexibility so you can strike a healthy balance between your personal life and career. We’re also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement. And to top it off, we back this all up with competitive compensation, perks and benefits.  

But it’s not all business. We inject fun into the workplace, celebrate together and create lasting memories, from a mix of in-person and online events, to social gatherings and much more.

It’s our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we’ll achieve remarkable things. 

If you want to join a team that does things differently, apply today - we look forward to seeing what you can bring to our team.

Find out more at www.vgw.co

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