Platform Operations Manager (all genders)

📋 Description

• • As the Platform Operations Manager at Justplay GmbH, you will be the central architect and executor of our LiveOps and CRM strategies, ensuring that every player interaction is optimized to drive key business objectives. This pivotal role demands a unique blend of strategic thinking, hands-on execution, and cross-functional leadership, with the ultimate goal of transforming product plans and business aspirations into tangible, high-quality outcomes that boost revenue, Lifetime Value (LTV), player retention, and overall engagement across the entire Justplay ecosystem.
• • You will assume complete ownership of the LiveOps and CRM calendars, meticulously planning, prioritizing, and executing events and player communications. This includes defining and upholding rigorous operational standards, ensuring the effectiveness of our tooling, and driving measurable performance improvements. Your leadership will be instrumental in orchestrating the seamless execution of CRM and LiveOps initiatives, serving as the primary point of accountability for all operational inquiries and challenges.
• • A significant aspect of this role involves deep collaboration with our Product, Engineering, Games, and Business teams. You will be the crucial link ensuring that the right message reaches the right users, through the most effective channels, at precisely the opportune moment. This is a hands-on management position where strong ownership is not just expected, but essential. You are empowered and encouraged to tackle operational problems directly, instill a culture of execution discipline, and continuously refine and enhance the LiveOps and CRM operational framework as a cohesive system.
• • **LiveOps Ownership:** Take full command of the in-app LiveOps calendar, encompassing all games and the broader platform. Your responsibilities will include planning, prioritizing, and executing a dynamic calendar of events, closely aligned with product and engineering rollout schedules. You will be the gatekeeper for operational readiness, ensuring that every event is meticulously prepared, from configuration and timing to targeting, dependency management, and quality assurance. You will define and enforce clear execution rules, guaranteeing that if an event is live, all supporting notifications and communications are deployed flawlessly. Crucially, you will monitor event performance, directly contributing to our Objectives and Key Results (OKRs) focused on revenue uplift, LTV, retention, and engagement.
• • **CRM Ownership:** Own CRM as a comprehensive system, encompassing push notifications, in-app messages, and email campaigns. You will lead the execution of CRM strategy in close partnership with the Product team, covering crucial areas such as lifecycle messaging, feature launches, and supporting LiveOps initiatives. You will govern the CRM calendar, ensuring its prioritization across both the app and individual games. Your focus will be on maintaining the highest standards of CRM execution quality, consistency, and reliability across all communication channels. You will be accountable for CRM performance outcomes, ensuring clear measurement frameworks and driving iterative improvements based on data and ROI. A key challenge will be balancing ongoing lifecycle messaging, event-driven communications, and ad-hoc requests without creating execution gaps.
• • **People Management:** Lead, mentor, and develop a dedicated team responsible for LiveOps and CRM operations. You will set clear performance expectations, enforce stringent execution standards, and cultivate an environment that champions ownership, meticulous attention to detail, and a proactive approach. You will lead by example, demonstrating a willingness to roll up your sleeves and provide hands-on support when necessary.
• • **Tooling, Automation, and Measurement:** Operate effectively with our existing suite of tools, including Firebase, Cloud Messaging, Iterable, and bespoke experimentation setups. You will actively seek opportunities to enhance tool utilization through the introduction of improved processes, automation, and greater operational discipline. You will propose and champion enhancements to internal tooling and workflows, collaborating closely with Product and Engineering teams. A critical skill will be your ability to independently analyze performance data, derive actionable insights, and formulate conclusions without requiring dedicated analyst support.
• • **Cross-functional Collaboration:** Serve as the indispensable operational partner for Product, Engineering, Games, and Business teams. You will translate complex product roadmaps and ambitious business goals into concrete, executable operational plans. Ensuring transparency will be paramount; stakeholders must always have a clear understanding of what will be deployed, when it will go live, its intended appearance, the target audience, and the specific communications that will be disseminated.
• • **Defining Success:** Success in this role will be defined by LiveOps and CRM calendars that are transparent, predictable, and consistently up-to-date. Events and communications will be launched on time, adhere to established rules, and avoid delays. The performance of both LiveOps and CRM initiatives will be measured consistently and directly linked to demonstrable business impact. Operational issues will be identified proactively, surfaced early, and resolved decisively. Ultimately, all teams will trust the LiveOps and CRM function to execute reliably, professionally, and with exceptional quality.