Lead Product Planner, Keywords Studios
$29/h - $35/hr
Technical & creative services provider
Be an early applicant
Technical & creative services provider
1001+ employees
Be an early applicant
$29/h - $35/hr
1001+ employees
Company mission
To use the passion for games, technology, and media to create a global services platform for video games.
Role
Who you are
- Bachelor's degree in Computer Science, Cognitive Science, Business, or a related field
- Proven experience in service delivery management within the AI or Software services industry
- Strong understanding of Prompt Engineering, AI fundamentals, and LLMs
- Demonstrated success in managing customer satisfaction and service excellence in a high-tech environment
- Excellent communication and interpersonal skills, with the ability to articulate complex concepts to both technical and non-technical stakeholders
- Management Skills: 1+ years’ experience in leading teams with larger than 3 people
- This role requires availability during Pacific Time (PST) business hours
What the job involves
- The Product Planner Lead is responsible for overseeing the delivery of reporting and analysis services to client for the Product Planner team, ensuring that all service requirements are met effectively and efficiently. This role typically focuses on the delivery of reports and analysis in support of optimizing LLM models for client.
- The Product Planner Lead plays a key role in coordinating between client and the Product Planners and ensuring that the agreed service level agreements (SLAs) are met. Additionally, the Product Planner Lead, will oversee the team of Product Planners, managing the performance
- Ensure that the AI Research services are delivered to the client according to agreed service levels
- Monitor and manage performance, adjusting as needed to meet targets and service levels
- Track key performance indicators (KPIs) and service level agreements (SLAs) to ensure services are meeting the expected standards
- Address performance issues or gaps and develop corrective actions to improve results
- Act as the primary point of contact for clients regarding service issues, escalations, and requests
- Ensure customer satisfaction by resolving issues quickly and maintaining clear communication
- Build and maintain strong relationships with clients, understanding their unique networking requirements and delivering tailored solutions
- Lead and coordinate the team responsible for service delivery, ensuring roles and responsibilities are well defined
- Provide support and guidance to team members to improve their performance and productivity
- Ensure all parties are aligned and working collaboratively to meet project goals and deliver exceptional service outcomes
- Identify potential risks to service delivery and develop mitigation plans
- Ensure that the service delivery process is flexible enough to address unforeseen challenges
- Ensure all service delivery processes align with zero trust security principles and industry compliance standards
- Prepare and present reports on service performance, issues, and resolutions to senior management or stakeholders
- Analyze trends in service delivery, customer feedback, and operational performance to drive decision-making
- Identify areas where service delivery can be improved and implement new processes, tools, or strategies
- Ensure that service delivery processes are continuously reviewed and refined for efficiency and effectiveness
Our take
Keywords Studios is an international technical service provider to the global video games industry and beyond. The company works as an external development partner for its users, enabling leading content creators and publishers to leverage Keywords' expertise and capacity across the lifecycle of interactive content. In so doing the company enables its clients who are operating in complex and fast-moving environments to remain lean and agile, and to focus on creating and monetising the most engaging experiences.
The company has over 70 studios in 26 countries across the globe. Providing integrated art production, engineering, audio services, testing, localization, and player support services in more than 50 languages and 16 game platforms.
With a strong market position, Keywords provides services to nearly all of the prominent gaming companies, including T2, EA, Ubisoft, and Square Enix. Keywords had also been on an acquisition spree, with its total acquisition count sitting at 60 before it was acquired by private equity firm EQT in 2024.
Freddie
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Company benefits
- Medical, dental and vision benefits
- WFH Opportunities
- Flexible working hours
- Bonus Schemes
- And More (Varies by Location)
- Paid time off (including sick and select holidays)
- 401(k) with 3% employer matching
Company HQ
Carmanhall And Leopardstown, Dublin, Ireland
Leadership
Bertrand Bodson
(CEO, not founder)Current Non-Executive Director at Tesco and Wolters Kluwer. Co-Founder & former CEO of Bragster.com (Acquired by Guinness World Records). Previous Chief Digital & CMO at Sainsbury's, and Non-Executive Director of Electrocomponents.
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