Live Operations Manager

Location: El Segundo, California, United States

About Us

AtGames (www.atgames.net) is an international video game products company that combines over a decade of experience with innovative ideas and groundbreaking streaming technology.

Job Description

We are currently looking for a Live Operations Manager to join our team in El Segundo to manage operations for our Legends Ultimate full-size and compact arcades. The Operations team coordinates all of AtGame’s communication between customers and project stakeholders and provides comprehensive, real-time solutions for both parties. Our goal is to provide seamless and high-quality support to our customers. We do this by striving to provide the best service and optimal solutions for our customers. As a Live Operations Manager, you will track multiple lines of communication to understand the issues at hand and drive towards the best possible solutions in a quick and efficient manner. Using various technologies, you will coordinate with multiple teams to communicate and craft complete solutions, and deliver clear and up-to-date information. As a part of this team, you will play a pivotal role in not only ensuring AtGames services run smoothly and effectively, but will have an impact on our customer’s enjoyment on a daily basis.

Responsibilities

• Oversee Live Ops team in the US
• Managing communications—both written and verbal—from customers and stakeholders
• Onboarding games and content to our services and setting up promotions
• Triaging customer concerns, challenges, and escalated matters
• Investigating, documenting, and reporting on various issues
• Communicating performance feedback to stakeholders
• Collaborating across multiple departments, often in real-time and on critical issues
• Providing customer technical support
• Contributing to the growth, improvement, and innovation of Live Operations
• Travel to support customers on site
• A college degree is required. People who love to organize and are attentive to details will do especially well in this position. If you are adaptable and eager to learn, AtGames will teach you!

Qualifications and Skills

• 3-5 years experience of management experience
• 3-5 years working in Live Ops
• Exceptional phone skills and verbal communication in order to clearly and effectively converse with populations who may have limited understanding about technologies
• Ability to resolve complex and time-sensitive problems using both established protocol and creative thinking, as necessary
• Ability to self-manage, multitask and prioritize one’s work in a fast-paced and high-pressure environment
• Ability to rapidly and simultaneously use multiple technology tools to enable real-time information-gathering and communication
• Superb writing skills and experience communicating via email and digital messaging tools
• Demonstrated excellence in managing work relationships
• Naturally compassionate and empathetic listening skills
• Strong time management skills (We juggle a lot!)
• Adaptable and fast learner who is able to self-regulate and remain calm under pressure
• Highly organized, detail-oriented, and precise in execution
• Growth-oriented team player with initiative and enthusiasm

Job Type

Full-time