Job Description

Established in 1998 and working in over 60 languages, the Keywords Group is a fast-growing plc., listed on the London Stock Exchange’s AIM market. Keywords is an international service provider to the global Video Game Industry with offices in Dublin, Tokyo, Singapore, Shanghai, Beijing, Montreal, Barcelona, Madrid, Rome, Milan, Rio de Janeiro, New Delhi and more. Working on a worldwide basis, we provide a range of linguistic, testing, quality control and customer support services to Video Game Developers and Publishers alike.

The Program Manager will be responsible for developing and implementing the LQA growth strategy for the key Accounts they supervise, ensuring successful operational delivery by leveraging the full suite of KW LQA Studios, project management and testing teams and becoming the ambassador of these Accounts, sharing know-how and intelligence around clients’ preferred ways of working.

They will report to the LQA Management team and work closely with the LQAMs and different Production Management teams and other support functions to implement and deliver the plans for the Accounts they supervise.

The Program Manager will lead and guide Project Managers and their teams working alongside on the same projects. They will apply change, risk and resource management, resolve projects’ higher scope issues and prepare reports for relevant stakeholders (internal and external) as a key POC for these Accounts. They will also be responsible to train Project Managers and delivery teams on clients’ best practices and processes.

Key Responsibilities and Activities

Detailed responsibilities are:

• Partner with the Head of Division and QAMs to develop strategy & plans to increase/maintain profitability and operational footprint.
• Work with QAMs to distribute and allocate projects to a specific location and Project Managers depending on capacity, workload and expertise. This includes projects for any of the services lines outsourced by the client linked to QA.
• Agree, fulfil, and manage client expectations.
• Serve as the primary point of contact for the assigned Accounts.
• Build a solid understanding of the production life cycle of all service lines involved in QA in order to become a real facilitator.
• Take a proactive role in propagating internally the know-how about the assigned Accounts, business needs and company culture, educating the project team in clients’ best practices, identifying new business opportunities, and providing a high level of service.
• Perform workflow design and onboarding for LQA services and technology implementations.
• Plan and manage LQA project schedules.
• Oversee production of LQA projects to ensure that timelines are met.
• Ensure a standard of consistency, accuracy, and excellence across all localized deliverables.
• Help team members navigate project ambiguities and problem solve.
• Coach and mentor team members, drive a continuous growth mindset.
• Plan, in cooperation with HR and QAMs, growth paths for their team members and provides them with feedback and regular performance assessments.
• Create and present production reports in the preferred format (monthly, quarterly or yearly).
• Cooperate with Solutions & LQA Management team to quote for key projects and efforts.
• Cooperate with Finance and other support structures to share production data and forecasts.
• Perform other special projects or duties when required.
• Lead efforts to achieve standardization across the different locations in the delivery of the service.
• Evangelise automation, and standard processes at every opportunity.
• Right size the team according to the Account and business requirements.
• Ensure that all client documentation is fully up to date and easily accessible.
• Implement KPI reporting across their work.
• Responsible for global invoicing of all assigned Clients’ QA related projects done in any Keywords Studios’ facilities.
• Manage risks and issues and put corrective measures in place where/when needed.
• Create documentation for the program activities, plans and results.
• Act as a Project Manager in certain exceptional situations, such as peak business periods, absences or workload fluctuations as required.
  

Requirements

• Strong customer-centric focus.
• Excellent team management and organizational skills.
• Demonstrated solid experience of delivering standard work processes as well as tactical/operational expertise.
• Development of business processes (recommendations, procedural documents), detailed project plans and status reporting mechanisms.
• Proven ability to build strong relationships across all levels of the business, including senior leaders.
• Initiative and responsibility: willingness to act proactively by identifying opportunities and anticipate changes/knowing when to escalate correctly.
• Excellent communication skills and ability to create good and strong relationships with different kinds of local and international stakeholders.
• Proven ability to work under pressure and according to tight timelines.
• Demonstrated problem solving and analytical skills.
• Skills in data, metrics and managing performance delivery.
• A high degree of cultural sensitivity and demonstrated ability to work effectively with multi-cultural and business teams, preferably within a large global business.
• 5+ years of Project Management experience.
• Understanding of a project cycle and a game development process.
• Understanding of QA Strategy and QA Plan building.
• Strong knowledge of Microsoft Office (especially Excel).

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