This opportunity is available across all Player Engagement locations and is intended for internal hiring only.

Role Overview

As Keywords continues to expand its AI capabilities across Player Engagement, the AI Operations Manager role will play a critical part in helping clients adopt, launch, and scale Helpshift Care AI successfully.

This is a high-impact opportunity for operators who want to be close to the future of player support. The role sits at the intersection of Operations, Client Success, Product Adoption, Automation Strategy, and Commercial Growth. AI Ops Managers help turn client interest into real use cases, guide Care AI launches from planning through go-live, and ensure the solution continues to deliver measurable value after launch.

This role is not just about managing implementation. It is about helping shape how Keywords brings AI into the support experience while protecting quality, player trust, and client confidence.
- What are we looking for?

Communication
- Proactively engage with clients to understand their goals, concerns,



and operational needs throughout the Care AI lifecycle.
- Conduct regular check-ins, business reviews, and post-launch assessments to evaluate adoption, automation performance, client satisfaction, and expansion opportunities.
- Develop and deliver client-facing onboarding materials, enablement sessions, launch plans, and operational guidance.
- Serve as a trusted resource for both technical and non-technical stakeholders by explaining AI capabilities, operational considerations, and best practices in a practical way.

Analytics
- Monitor key performance indicators including automation rate, resolution quality, containment, escalation patterns, player experience, and operational impact.
- Use data to identify where Care AI is performing well, where improvements are needed, and where additional operational or product support may be required.
- Provide reporting and insights on pipeline movement, launch status, risks, op

📌 Internal Recruitment) (Ciudad de México)
🏢 Keywords Studios
📍 Ciudad de México