3 Days Left Senior Manager

Ready to shape the future of work At Genpact we don t just adapt to change we drive it AI and digital innovation are redefining industries and we re leading the charge Genpact s our industry-first accelerator is an example of how we re scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale From large-scale models to our breakthrough solutions tackle companies most complex challenges If you thrive in a fast-moving tech-driven environment love solving real-world problems and want to be part of a team that s shaping the future this is your moment Genpact NYSE G is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally Through our deep business knowledge operational excellence and cutting-edge solutions - we help companies across industries get ahead and stay ahead Powered by curiosity courage and innovation our teams implement data technology and AI to create tomorrow today Get to know us at and on and Inviting applications for the role of Manager Senior Manager - Gaming Operations We are hiring a Gaming Expert Manager Senior Manager to lead scale and drive best-in-class content moderation and trust safety operations for a global gaming client This role demands an immersive understanding of gaming platforms user behavior and in-game content trends You will be the Subject Matter Expert SME driving operational excellence policy influence and innovation in a dynamic gaming ecosystem Responsibilities Subject Matter Expertise Policy Serve as the domain authority on online gaming environments including player behavior in-game communication community norms and UGC User Generated Content Interpret and enforce content moderation policies trust safety standards and platform-specific rules across diverse gaming titles Provide insights and feedback to client teams on policy evolution edge cases and gray areas Gaming Process Management Map moderation workflow types chat images videos audio in-game behavior and build expertise across support models voice non-voice multilingual technical support Drive a proactive moderation strategy minimizing toxicity hate speech harassment and other player behavior violations Establish a robust performance management framework with measurable improvement metrics like variation reduction quartile movement and compliance scores Conduct coaching refresher sessions and calibrations to ensure alignment to evolving client expectations Client Stakeholder Management Act as the primary SME liaison for client discussions weekly governance and issue resolution Partners with internal teams training quality WFM automation to design scalable solutions and productivity enhancements Lead strategic discussions on volume trends emerging player risks and long-term safety initiatives Innovation Analytics Leverage data to identify trends in abuse patterns escalation hotspots and policy enforcement gaps Recommend and pilot AI moderation tools auto-flagging mechanisms and process automation initiatives Stay ahead of industry trends eSports new platforms VR AR and evolving gaming cultures Qualifications we seek in you Minimum Qualifications Any graduate Excellent experience in gaming moderation trust safety community operations or online content review preferably within a BPO or digital services environment Strong understanding of gaming platforms player behavior UGC patterns and evolving trends in online gaming and eSports Hands-on exposure to moderation tools ticketing systems e g Zendesk Salesforce and analytics-driven decision-making Excellent client-facing skills with the ability to handle escalations provide policy feedback and influence improvements in player experience and safety standards Familiarity with global T S frameworks moderation compliance standards and Gen AI-led moderation Experience in international BPO environments handling gaming processes Preferred Qualifications Skills Six Sigma Green Belt Certified Ability to drive change and transformation project management and implementation of business operations Avid gamer or content creator familiar with platforms like Twitch Discord Steam Roblox etc Strong communicator with analytical acumen empathy and bias for action Why join Genpact Be a transformation leader - Work at the cutting edge of AI automation and digital innovation Make an impact - Drive change for global enterprises and solve business challenges that matter Accelerate your career - Get hands-on experience mentorship and continuous learning opportunities Work with the best - Join 140 000 bold thinkers and problem-solvers who push boundaries every day Thrive in a values-driven culture - Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters Up Let s build tomorrow together Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race color religion or belief sex age national origin citizenship status marital status military veteran status genetic information sexual orientation gender identity physical or mental disability or any other characteristic protected by applicable laws Genpact is committed to creating a dynamic work environment that values respect and integrity customer focus and innovation Furthermore please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way Examples of such scams include purchasing a starter kit paying to apply or purchasing equipment or training