Operations Manager, Player Experience

Scopely is seeking an Operations Manager, Player Experience to join our Central Player Experience team in Barcelona on a hybrid basis, supporting both live and in-development games! 

At Scopely, we care deeply about what we do and want to inspire play, every day - whether in our work environments alongside our talented colleagues, or through our deep connections with our communities of players. We are a global team of game lovers who are developing, publishing and innovating the mobile games industry, connecting millions of people around the world daily. 

This is an ideal opportunity for a detail-oriented, proactive, and organised professional who enjoys structure, process improvement, and cross-team collaboration in a dynamic and fast-paced environment.

In this role, you’ll help ensure operational excellence across our Player Experience ecosystem by managing vendor coordination, maintaining clear and accurate documentation for Player Experience tools and workflows, and supporting the day-to-day processes that keep our player support operations running smoothly.

In this role, you’ll collaborate closely with Player Experience teams and leadership, vendors, Procurement, and cross-functional teams (CS, Community, Tech, Legal, and Finance) to ensure that Player Experience tools and vendors are aligned, efficient, and fully documented.

• Act as the main POC for PX vendor partners, ensuring alignment with the PX department and Scopely’s standards and goals.
• Track and support vendor onboarding, ramp-ups, and offboarding, maintaining up-to-date records of outsourced team structures and approvals.
• Collaborate with PX leadership, Procurement and Finance to create, monitor, and reconcile POs, PRs, and invoices, ensuring timely and accurate processing.
• Work with Legal to support the creation and maintenance of MSAs, SOWs, and change orders, ensuring all documentation is current and properly filed. 
• Maintain CS, CM and tools budgets and forecasts, ensuring consistency between financial projections and vendor activity.
• Keep vendor tracking systems up to date, verifying agent counts, SLA results, and cost-per-interaction figures.
• Maintain and update PX tool documentation, including configurations, access, and operational workflows. Partner with vendors to ensure documentation meets operational standards and remains up to date.
• Create and update SOPs, playbooks, and knowledge pages outlining vendor processes, escalation paths, and tool usage standards.
• Conduct market and competitor analysis to identify potential vendors, tools, or solutions that could enhance PX operations and improve cost efficiency.

What We’re Looking For

• 3-5 years of experience in project, operations or vendor management, ideally in gaming, tech, or customer experience.
• Strong organizational and documentation skills with a structured and detail-oriented mindset.
• Familiarity with PX/support tools (e.g., Helpshift, Confluence).
• Experience managing or coordinating external vendors, including performance tracking and financial processes.
• Comfort working cross-functionally with Procurement, Finance, and Legal teams.
• Excellent communication, prioritization, and follow-up skills.
• Passion for process improvement, standardization, and operational clarity.

At Scopely, we create games for everyone - and want to ensure that the people behind our games reflect that! We are committed to creating a diverse, supportive work environment where everyone is treated with respect. We are committed to providing equal employment opportunities and welcome individuals from all backgrounds to join us & embrace the adventure!