Senior Operations Manager

Ключевые навыки

Who are we?

Legionfarm, a YC-backed company, is looking to bring coaches to the competitive gaming world. Esports teams at the very top often have coaches, but the rest of the massive competitive gaming scene has to find a way to improve on their own, either via sheer time played or with creative new training platforms.

The company was founded by Alex Belyankin, who is a former pro gamer and was once in the top .01 percent of World of Warcraft players.

Competitive gamers can sign up to become a coach on the platform, going through a process that looks at their stats within a particular title. Less than the top 0.1 percent are accepted as coaches and told how to manage sessions, including asking the customer’s goal at the beginning of the session.

On the other side, gamers can pay to play with one (or two) of these coaches in hour-long increments. Legionfarm allows users to specify if they want to play with two coaches, one coach and a friend, or one coach and another customer

Who are we looking for?

We are looking for a strong, independent and responsible operational manager who can take control of the operational management of the product.

Portrait of the candidate:

• Played / plays games MMORPGs / Shooters) and understands gamers
• Has at least 2-3 years of successful experience in the position of an Operations Manager (we will take references)
• Has an experience with "on demand" products
• Strong communication skills - knows how to explain why certain changes are needed, communicates clearly and reasonably
• Strong analytical skills: understand how to analyze metrics, work with Excel and BI systems, build dashboards, use advanced formulas for calculating indicators
• Fluent English

KPIs&Duties:

1. KPIs

• Success rate
• SLA
• Session Quality

2. Duties

• Control supply/demand balance (hire high quality pro players so that all clients can get gaming sessions at the time)
• Organize hiring and onboarding
• Build operational business processes based on its potential scalability
• Manage an operational backlog
• Write regulations describing operational processes
• Build and manager an operational process map
• Communicate PRO players about news and changes in the product
• Organize the processes of calculating and paying salaries to PRO players
• Organize processes for evaluating and monitoring the quality of PRO players
• Organize the processes of scheduling and shifts control
• Get a feedback from PRO players about their work
• Do one-time operational projects/tasks not described in the document at the request of the CEO&Product Owner