Project Liaison Officer (Internal Recruitment)

he Project Liaison Officer is responsible for coordinating communication and day-to-day operations across internal teams, stakeholders, and external partners in video game development. This role ensures alignment on objectives, deadlines, and project milestones to drive the successful delivery of the game, while maintaining oversight of data operations and compliance management.

Reporting Structure:

This position reports directly to the Operations Manager (PM) and works closely with the clients and their studios. The Project Liaison Officer will provide regular status updates to senior leadership and ensure that teams are aligned with project timelines and key performance metrics.

Key Responsibilities:

Moderation & Community Engagement:

• Monitor Discord workflow and ensure appropriate moderation.
• Create posts for new content and events.

Commission Reviews & Escalations:

• Ensure agent coverage for SLA and organize the team as needed.
• Handle higher-level tickets escalated to the Team Lead (TL).
• Monitor and answer Slack questions about ticket/issue trends.

Project Tracking & Management:

• Oversee project timelines and milestones using Trello.
• Ensure contest entries are provided and finalized on time for review.
• Provide updates on key project metrics to the PM and relevant stakeholders.

Incident Management & Compliance:

• Monitor and create JIRA incident tickets for support and PG internal.
• Review and handle GDPR and COPPA tickets.
• Review weekly ban documents and communicate weekly bans.
• Escalation management and handling complaints.

Data Operations Example:

• Collaborate with Data Operations to ensure timely and accurate reporting of in-game data, including player behavior, contest outcomes, and incident reports.
• Provide analysis on weekly IAP cheater ban trends and coordinate with the data team to refine tracking and reporting mechanisms.
• Work with Data Ops to compile relevant data for GDPR/COPPA cases, ensuring full compliance with privacy laws.

Escalation Management & Handling Complaints:

• Handle higher-level questions, contest inquiries, bullying/harassment tickets, real-life threat monitoring, concerning tickets/players, and moderation questions.
• Address social and story moderation questions.
• Create and/or coordinate with clients on BBB complaints and/or privacy @emails.
• Create responses for BBB complaints.

Strong Communication Skills

• Proficient in managing both internal and external communications across multiple channels (Slack, email, video conferencing).

Project Management Experience

• Experience with project management software (JIRA, Asana, Trello) and familiarity with Agile, Scrum, or Kanban methodologies.

Industry Knowledge

• Familiarity with video game development cycles and key components such as coding, game design, asset creation, and testing.

Problem-Solving and Adaptability

• Strong analytical skills to identify risks and adjust plans proactively.

Organizational and Documentation Skills

• Keen attention to detail and ability to document complex information clearly and concisely.

Gaming Enthusiast (Preferable)

• A personal interest in gaming and understanding of industry trends, player expectations, and technological advancements can be a significant advantage.

Experience and Familiarity with Pocket Gems required

Please be advised that this position requires the successful applicants to be able to effectively communicate in English (both verbally and in writing). This is due to the position requiring constant communication with clients and team members outside of Canada.

Privacy Notice

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.