QA Program Manager - Burlingame

At Keywords, we are using our passion for storytelling, games, technology and media to create a global services platform for the Video Games and the Media & Entertainment industries.

We stand shoulder to shoulder with our clients working as their external partner, providing access to our teams of experts where and when needed.

www.keywordsstudios.com

People at Keywords are passionate, talented, committed and resourceful. Human talent is our most valuable resource and as a business, we thrive on diversity, celebrate uniqueness and work as teams whether we are physically together in one of our 75+ studios around the world or working together virtually.

The QA Program Manager plays a vital role in managing Keywords client partnerships by developing and implementing a global QA growth strategy. They ensure operational success by leveraging Keywords QA Studios and overseeing interconnected projects across service lines.

As the client's ambassador, the Program Manager recommends strategies, coordinates activities, and manages deadlines and budgets to enhance service quality. They collaborate with internal and external stakeholders to share insights into clients' preferences.

Reporting to the QA Management team, the Program Manager works closely with QA Directors and Production Management teams to execute plans for key accounts. They lead Project Managers, manage change and risks, resolve scope issues, and prepare reports for stakeholders while also training teams on client best practices.

Main Responsibilities:

• Collaborate with leadership to develop strategies for profitability and operational efficiency.
• Allocate projects based on capacity, workload, and expertise.
• Manage client expectations and act as the primary contact for assigned accounts.
• Understand the production life cycle in QA to facilitate processes.
• Educate project teams on client needs and best practices, identifying new business opportunities.
• Design workflows and onboard QA services and technology.
• Analyze data to verify KPIs and manage project schedules.
• Oversee project production, ensuring timelines and quality standards are met.
• Support team members in problem-solving and provide coaching and growth paths.
• Create and present production reports regularly.
• Work with finance and management teams for project quotes and production forecasts.
• Lead standardization efforts across locations and promote automation.
• Manage team sizes based on business needs and ensure documentation is current and accessible.
• Implement KPI reporting and oversee global invoicing for QA projects.
• Address risks and issues, and document program activities.
• Serve as a Project Manager during peak times or workload shifts.

• Strong customer-centric focus.
• Excellent team management and organizational skills.
• Demonstrated solid experience of delivering standard work processes as well as tactical/operational expertise.
• Development of business processes (recommendations, procedural documents), detailed project plans and status reporting mechanisms.
• Proven ability to build strong relationships across all levels of the business, including senior leaders.
• Initiative and responsibility: willingness to act proactively by identifying opportunities and anticipating changes/knowing when to escalate correctly.
• Excellent communication skills and ability to create good and strong relationships with different kinds of local and international stakeholders.
• Proven ability to work under pressure and according to tight timelines.
• Demonstrated problem solving and analytical skills.
• Skills in data collection, analysis, metrics and managing performance delivery.
• A high degree of cultural sensitivity and demonstrated ability to work effectively with multi-cultural and business teams, preferably within a large global business.
• 5+ years of Project Management experience.
• Understanding of a project cycle and a game development process.
• Understanding of QA Plan building, QA Delivery Strategy, and QA Program Delivery.
• Strong knowledge of Microsoft Office (especially Excel).
• Knowledge of PowerBi

• Base pay of $100,000 - $140,000, depending on experience.
• Benefits package including Medical, Dental and Vision
• Vacation and sick leave - Keywords offers vacation accrued at 15 days per calendar year, 2 floaters and sick leave accrued at 56 hours per year (unless otherwise required by local laws), based on a 40 hour work week
• Life & Disability coverage
• Paid Basic and AD&D insurance
• Voluntary Legal, Accident, Critical Illness and Hospital Indemnity coverage
• Voluntary FSA
• 401(k) retirement plan

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace, which provides for equal opportunities for all employees and potential employees.

Note to Recruitment Agencies

Please be advised that Keywords Studios does not consider unsolicited resumes, or any form of contact initiated by unauthorized third parties, including recruitment or placement agencies, unless a pre-existing, valid agreement is in place. Any fees incurred by unauthorized third parties will not be compensated by Keywords Studios.

Privacy Notice

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Working Pattern: Full Time, On-site