Game VIP Operations Team Lead (High-Value Users) - Arabic/Chinese (Remote)

Job Title: VIP Operations Team Lead (High-Value Users)Job DescriptionTeam Leadership & Management: Oversee the daily management, coaching, and development of the VIP Operations team. Establish operational standards (issue escalation protocols, performance benchmarks, service SOPs) and take ownership of team KPIs, including VIP retention, satisfaction, and revenue contribution.Top-Tier VIP Account Management: Directly handle complex inquiries and requirements from top-tier VIP users. Evaluate feasibility, prioritize requests, and lead high-risk scenario management (e.g., churn prevention, public complaints, refund disputes) to build sustainable, high-trust relationships with key users.Tiered Service & Monetization Strategy: Execute segmented operational strategies tailored to different VIP tiers, balancing user retention with lifetime value (LTV) growth through differentiated privileges and service programs.Lifecycle & Behavioral Analytics: Track spending fluctuations, churn risk indicators, and lifecycle trends. Utilize data insights to refine user profiles, optimize service delivery, and align operational resources effectively.Cross-Functional Collaboration: Partner closely with Product, Customer Support, Risk Control, and Marketing teams to secure dedicated VIP resources and drive product improvements based on user feedback.SOP Optimization & Process Refinement: Regularly review service metrics and user feedback to iterate VIP service SOPs, address core user pain points, and elevate overall service quality.Job RequirementsLanguage & Market Expertise: Arabic speaker with full professional proficiency in Chinese. In-depth understanding of the Middle Eastern social networking and interactive entertainment landscape.Industry & Leadership Experience: 2+ years of experience in gaming or pan-entertainment operations, including at least 1 year in a team lead/management role (direct management of ≥3 team members).High-Net-Worth Client Servicing: Proven track record of independently managing and retaining high-value/VIP accounts, with clear case studies demonstrating end-to-end issue resolution.Business Acumen & Balance: Strong analytical skills to evaluate complex requests and exercise sound business judgment between retention vs. revenue goals, and VIP satisfaction vs. platform ecosystem integrity.Data-Driven Mindset: Proficient in utilizing key metrics (retention rate, CSAT, ARPPU) to evaluate operational campaigns and propose actionable iterations.Emotional Intelligence & Resilience: High EQ, patience, and empathy. Capable of providing exceptional emotional value and maintaining composure under pressure when handling intense negative user sentiment.Product Insight: Passionate about social and casual competitive games/apps, with the ability to swiftly diagnose user friction points and drive prompt solutions.