Operations Solutions Manager

Our Team:

The Direct To Consumer department brings together staff from around the world, with a passion for engaging PlayStation gamers with relevant and entertaining content. This area of Sony Interactive Entertainment has seen significant growth in recent years to become a key revenue contributor and continues to evolve with the industry to create new business opportunities. We are looking for individuals who are motivated by being part of a truly global team, working together at the forefront of digital content distribution.

Digital Programs are responsible for driving revenue to PlayStation Store and Services from the indirect channel, retail.  This is achieved through the Digital at Retail Program including commerce solutions, custom trade marketing, local territory expertise, sales and customer data analysis, competitor reviews, and collaboration with multiple internal teams, publishers and integrator partners.

The Role:  

Reporting to the Sr. Manager, Global Operations Solutions and Risk Management, the Operations Solutions Manager will be a key contributor to the Operations Solutions team in driving global solutions to enable successful commercial growth through the digital at retail channel.  The Operations Solutions Manager will have a thorough understanding of business level goals, strategies, and insights to design and execute global tools, solutions, and processes to support digital at retail, partners, and publishers.

The Operations Solutions Manager drives innovation within the digital retail space by applying strong project management expertise and a keen attention to detail. This role contributes to solution enablement across both global and regional markets, ensuring alignment and scalability.

In addition, the Operations Solutions Manager plays a key role in shaping and optimizing operational processes, tools, and workflows to support future business initiatives and evolving market needs.

The Operations Solutions Manager will develop relationships across all facets of the business to drive global solutions, being mindful and solving for regional intricacies, all leading to best-in-class operations, servicing players and partners, and increased revenue. Ability to interact and contribute at a global level is essential as is communicating regular progress concisely to stakeholders. The ideal candidate is an enthusiastic team player, with strong attention to detail who can push things forward in a fast-paced commercial environment.

What you'll be doing:

• Lead and contribute to the development of global solutions while maintaining regional solutions with a focus on enabling Store and Services sales through digital at retail channels; optimizing operations, new initiatives, servicing partners, and market and product expansion leveraging best-in-class product management practices.
• Own project roadmaps related to global business drivers and initiatives with acute ability to recommend prioritization based on long term strategies and immediate tactics. Strong capacity to leverage data, break down complex systems, dependencies, and impact to customer.
• Represent Digital Programs and collaborate closely with internal stakeholders and external partners on a 360-degree journey to successfully launch projects – articulate requirements, identify regional variances, recognize and act on dependencies, UAT, and post-mortem. Negotiate terms and SLAs based on operational impact and manage agreements as needed. Concisely communicate status to all stakeholders with required detail as appropriate.
• Contribute to global workshops and team summits to solve business problems and discuss opportunities. Actively contribute to the ideation of innovative features and initiatives related to digital at retail sales drivers and PlayStation’s competitive position within the marketplace. Orchestrate impact analysis and utilize data to recommend action plans from prioritization, development cycle and market execution - ensuring business requirements and operational optimization are equally supported. Conduct post-mortems as needed.
• Drive market and product expansion. Capacity to work with Product Management and Program Management, internal stakeholders, and external partners from requirements gathering to launch. Monitor development parallel to agreements to ensure market/product initiatives are delivered to specifications and on time.
• Manage group retrospective reviews of newly delivered projects against pre-agreed key performance indicators (KPIs), and communicating back to the wider Digital Programs team, business stakeholders, Product Management and engineering to ensure continuous improvement of product delivery and business operations.
  
• Be a key contributor and take ownership in Digital Programs initiatives upon assignment.
• Be ready to assemble data and present across the organization (stand-ups, financial, business operations etc.).
• As the role is global, ability to have a flexible approach to working hours to support global business operations
• As the role is global, ability to travel both domestically and internationally approximately 5-10% of the time

What we're looking for:

• 5+ years in the digital industry within product, project management, business operations, sales operations, and/or commerce. Gaming industry experience a plus.
• Passionate - Creative and energetic team player who embraces change, can bring others on a journey and has a desire to not only continually improve themselves, but all processes around them.  Willingly take ownership in the projects and programs responsible for, with a continuous goal of being the go-to expert point of contact to remove roadblocks and get questions answered.
• Commercial - Resourceful in finding solutions to business problems. Solid ability to execute on strategic vision with a keen sense to activate tactical initiatives, simultaneously. Innate ability to understand and articulate impact of operations to market performance. Aptitude to analyze business performance and recommended optimized sales operations processes.
• Data-centric and analytics driven with robust planning skills and commercially focused. Proven ability to interpret and analyze data with even stronger aptitude to articulate operational initiatives in lock step with longer term commercial strategy.
• Agile - Ability to thoughtfully develop recommendations to ever-changing market dynamics and conditions. Proven ability in applying various techniques to develop successful market strategies.
• Collaborative - Strong communication skills with a proactive attitude. Delivery focused. Forward thinking and proven experience in the ability to plan, collaborate, negotiate and come to an optimal business solution.   Work across teams and get great results.
• Mindful - Experience in working as part of a team that crosses multiple countries and time zones. Flexibility and capacity to collaborate with global counterparts and global business operations.
• Experience working in global capacity.
• Highly proficient in global operations solutions and collaboration tools, Microsoft Office Suite, G Suite, Confluence, Slack, and Microsoft Teams.