This opportunity is available across all Player Engagement locations and is intended for internal hiring only.
French translation of the job description will be available soon.
Role Overview
As Keywords continues to expand its AI capabilities across Player Engagement, the AI Operations Manager role will play a critical part in helping clients adopt, launch, and scale Helpshift Care AI successfully.
This is a high-impact opportunity for operators who want to be close to the future of player support. The role sits at the intersection of Operations, Client Success, Product Adoption, Automation Strategy, and Commercial Growth. AI Ops Managers help turn client interest into real use cases, guide Care AI launches from planning through go-live, and ensure the solution continues to deliver measurable value after launch.
This role is not just about managing implementation. It is about helping shape how Keywords brings AI into the support experience while protecting quality, player trust, and client confidence.
What are we looking for?
Communication
- Proactively engage with clients to understand their goals, concerns, and operational needs throughout the Care AI lifecycle.
- Conduct regular check-ins, business reviews, and post-launch assessments to evaluate adoption, automation performance, client satisfaction, and expansion opportunities.
- Develop and deliver client-facing onboarding materials, enablement sessions, launch plans, and operational guidance.
- Serve as a trusted resource for both technical and non-technical stakeholders by explaining AI capabilities, operational considerations, and best practices in a practical way.
Analytics
- Monitor key performance indicators including automation rate, resolution quality, containment, escalation patterns, player experience, and operational impact.
- Use data to identify where Care AI is performing well, where improvements are needed, and where additional operational or product support may be required.
- Provide reporting and insights on pipeline movement, launch status, risks, opportunities, and client outcomes.
- Analyze support workflows, ticket trends, knowledge bases, and client pain points to identify automation opportunities.
Business
- Lead the onboarding process for clients adopting Helpshift Care AI, from discovery through go-live and hypercare.
- Partner with client stakeholders and internal teams to define launch scope, success criteria, workflows, escalation paths, knowledge readiness, and reporting expectations.
- Work closely with Sales, Account Management, Client Success, and Operations to identify where Care AI can deliver meaningful value.
- Support discovery conversations by translating client pain points into practical and achievable AI use cases.
- Build value propositions and operational recommendations that help drive Care AI adoption.
- Capture client feedback, operational learnings, and launch insights to improve Care AI capabilities over time.
Leadership
- Partner with Product, Solutions, Operations, and Platform teams to identify enhancements, address gaps, and prioritize improvements based on client needs.
- Define, document, and continuously improve AI Ops processes across qualification, onboarding, launch, hypercare, and BAU support.
- Create scalable playbooks, templates, best practices, and governance routines that make Care AI adoption more consistent and repeatable.
- Develop and conduct training for internal teams and clients on Care AI use cases, launch requirements, success measures, and operational best practices.
- Help build AI fluency across the organization by making complex concepts practical, approachable, and tied to real client outcomes.
Requirements
You'd be a great fit for this role if you have:
- Proven experience working with clients, operations teams, or customer success teams to understand needs, solve problems, and deliver measurable outcomes.
- Strong ability to partner with both technical and non-technical stakeholders, including clients, Sales, Account Management, Product, Operations, and Support teams.
- Comfortable navigating client conversations where requirements may be unclear, evolving, or still being discovered.
- Strong communication skills with the ability to explain AI capabilities, operational trade-offs, risks, and opportunities clearly.
- Ability to analyze support workflows, ticket trends, knowledge bases, and client pain points to identify automation opportunities.
- Strong organizational skills with the ability to manage multiple accounts, priorities, and workstreams simultaneously.
- Experience creating processes, playbooks, training materials, reporting views, or operating rhythms that help teams scale consistently.
- Analytical mindset with the ability to interpret performance data, identify trends, and recommend practical improvements.
- Problem-solving mentality with a bias toward action, ownership, and continuous improvement.
- Comfortable working in a fast-moving environment where AI capabilities, client expectations, and internal processes continue to evolve.
- Genuine interest in AI, automation, player support, and the future of customer experience in gaming.
- Passion for helping clients succeed while protecting the quality, tone, and trust of the player experience.
Nice-to-haves
- Experience with AI-powered products, automation programs, or digital transformation initiatives.
- Familiarity with Helpshift, customer support platforms, CRM tools, or customer engagement technologies.
- Experience in gaming, player support, customer operations, or customer success environments.
- Exposure to implementation, onboarding, change management, or technology adoption programs.
- Experience supporting enterprise clients or strategic accounts.
- Passion for AI innovation and the future of player engagement.
What Success Looks Like
- Clients successfully move from interest to adoption, from adoption to launch, and from launch to measurable value.
- Care AI launches are well-planned, well-executed, and supported through strong client engagement and operational governance.
- Sales, Account Management, and Client Success teams are better equipped because AI Ops helped define practical use cases and value propositions.
- Clients clearly understand how Care AI supports their goals and delivers value to their support operations.
- Risks are surfaced early, performance is measured transparently, and opportunities for optimization and expansion are identified proactively.
- Keywords continues to strengthen its AI operating model and scale Care AI adoption successfully across Player Engagement.
- AI Ops helps build the operating muscle required to support the next generation of player support.
Benefits
Based on location-specific benefits
