Project manager: Player support division

To apply for the Project Manager role at PTW, you should have a minimum of four years of customer service or technical support experience, ideally within a contact center environment. A proven track record in managing and leading small to mid-sized teams is essential. Fluency in both English (C1 Level) and Japanese (JLPT N1 or higher) is also required. Additionally, having a background or strong understanding of gaming will be a significant advantage.

As a Project Manager in PTW’s Player Support Division, your responsibilities will include leading daily team operations, coaching team leads, monitoring service levels through KPI analysis, and acting as the main contact for our gaming partners. You will also manage staffing needs, create formal coaching plans, ensure adherence to company security guidelines, and prepare presentations for business reviews.

Yes, the Project Manager position at PTW is a remote opportunity. You will have the flexibility to manage your work environment while leading a global team, with the understanding that some meetings may fall outside traditional hours due to time zone differences.

Project Managers at PTW enjoy a range of benefits, including a competitive salary, transportation expenses coverage, annual paid leave, and social insurance. The role also supports a casual dress code and hairstyle flexibility, making for a relaxed work atmosphere while you engage with your passion for gaming.

Working at PTW as a Project Manager allows you to play a key role in the gaming industry while leading a talented team. With a strong company culture that values creativity and collaboration, you will also have access to growth opportunities within an international company that operates in over 16 countries. Joining PTW means being a part of a family that truly values its members’ passion for games.

To prepare for an interview for the Project Manager position at PTW, familiarize yourself with the company's history, mission, and services in the gaming industry. Brush up on relevant metrics used in player support roles and think about leadership experiences you can share. Be ready to provide examples of how you have improved operations and supported team members in previous roles.

Essential skills for a Project Manager at PTW include effective communication (both verbal and written), data analysis proficiency, leadership capabilities, and a strong understanding of gaming. You should also possess excellent organizational skills, the ability to manage multiple projects simultaneously, and a team player mentality that fosters collaboration among team members.

When answering this question, consider starting with the number of team members you’ve managed and sharing specific responsibilities you held, such as training, coaching, and performance evaluations. It’s also valuable to mention any KPIs you tracked and improvements you implemented to enhance team performance.

Explain your methodology for monitoring KPIs, such as setting clear goals, using data analytics tools, and involving your team in understanding their performance metrics. Be prepared to share examples of how you used KPI insights to implement changes that led to improved service levels.

Use the STAR (Situation, Task, Action, Result) method to explain a specific situation, focusing on how you communicated with the client, resolved their issues, and what you learned from the experience. Highlight your negotiation and problem-solving skills.

Discuss your approach to team motivation, such as setting achievable goals, recognizing individual and team achievements, and fostering a positive team culture. Providing examples of successful initiatives or practices you implemented will strengthen your response.

Explain your philosophy on feedback, emphasizing constructive criticism and regular check-ins to discuss performance. Share an example of how you conducted a performance review that resulted in positive changes for a team member.

Share your thoughts on the importance of collaboration in remote setups and how tools like video conferencing, chat applications, and collaborative platforms can help maintain effective communication. Provide examples of how you’ve fostered collaboration among team members in the past.

Prepare a specific example that showcases a challenge you faced in service delivery and how your interventions led to measurable improvements. Emphasize your analytical skills and how you utilized team input to drive positive change.

Describe your experience with adhering to security protocols and training your team on best practices. You can discuss specific measures you've implemented or how you’ve communicated the importance of security guidelines within your team.

Provide insights into common challenges such as varying customer expectations, high volume of inquiries, and the need for quick resolutions. Share how you would tackle these challenges using your previous experience and strategies.

Discuss how you would approach the situation with a focus on understanding the root causes of the underperformance. Emphasize the importance of open communication, setting clear expectations, and offering support through coaching and additional training.