Are you ready to take command? ZeniMax Online Studios is searching for an Operations Manager for our Customer Support service center based in Europe. This is a full time position open to candidates authorized to live and work within the European Union. We offer a fun, exciting and challenging environment in one of the most exciting organizations in the MMO space.

You:

• An experienced leader with a proven record in Customer Support, comfortable with managing a very large team.
• The perfect balance of dynamic, a motivator and coach with an eye for efficiency and an ear for people.
• Hands on, personable, and easy to work for.
• Organized, committed, and always ready to seize the initiative.
• Show an interest in every interaction with employees, colleagues and customers – because you recognize the importance, and because you want to.
• A consummate professional who cultivates professionalism, loyalty, and integrity in a dynamic environment.
• Understand that customer satisfaction and retention depend on the happiness of your team.
• Have exceptional integrity: unafraid to speak your mind and a tireless advocate of the people you lead.
• Willing to relocate within the EU, and travel internationally as required.
• Intimately familiar with CRM/Erlang C, as well as telephone and computer-based customer interaction and support.
• 6 Sigma/Lean Process Management experience a plus.
• MMO gaming experience a big plus.
• Additional written languages, spoken or written, a plus.

• A part of the ZeniMax Media family.
• Sister company to Bethesda Game Studios, an acclaimed industry leader.
• Committed to becoming an industry leader within the MMO space.
• Makers of a mass-market MMOG, along with the entire service and support infrastructure to drive the game’s success.
• A people focused environment.

• Work with the Support Services Manager in the Management and Operation of the Customer Support service center, helping direct MMO Customer Support for an entire region.
• Act as primary point of contact and leadership if the Support Services Manager is unavailable.
• Lead and direct a team of Customer Support Leads, Supervisors, and their associated teams of Customer Support Representatives.
• Develop, maintain and drive policies to ensure stellar customer satisfaction, and perfect those policies by working closely with the Customer Support Representatives on the front line.
• Provide guidance, support and coaching to direct reports, along with weekly meetings and performance appraisals for each direct report.
• Own the scheduling process to ensure coverage in all areas of customer contact.
• Drive open and transparent communication within the support teams.
• Assess and ensure excellence as a support standard, constantly.
• Work with the Global Training Lead and Senior Management to oversee the training and growth of all employees, with the mindset that they are our greatest asset.
• Collate focus group and team meeting feedback for review with Management.

We need someone who can step into this key role and thrive by translating staff satisfaction into customer happiness. Is this you?

How to Apply:

For the positions listed above, send your resume and any requested materials (web links preferred for portfolios/materials) via email. We will not return any materials.

E-mail:
Jobs@zenimaxonline.com
(Include position name in the Subject line)

Please be sure to specify the position for which you are applying.

No Recruiters or Agencies Please

Please Note: Individuals submitting resumes or otherwise responding to employment opportunities at ZeniMax Online Studios are NOT considered applicants until they apply for a particular position and have been invited to complete the company's employment application.