Senior Operations Manager

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries. We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry.

Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥

Role Overview

As a Senior Operations Manager, you will lead the strategic and day-to-day operations of multiple projects and client portfolios ranging from Small-to-Medium Businesses (SMBs) to Large Scale Enterprises. You will lead the Tokyo Operations Team, driving high performance across client satisfaction, staffing efficiency, team development, cross-functional collaboration, and operational excellence. Serving as the primary point of operational contact and leadership, you will hold managers accountable, manage P&L levers to achieve target margins, mentor operational leaders, and foster continuous improvement initiatives that directly elevate client and employee satisfaction. This is a high-impact leadership role ideal for an experienced, highly organized operations professional who thrives in a fast-paced, performance-driven environment.

Key Responsibilities

Client & Portfolio Leadership

• Multi-Client Project Management: End-to-end oversight and delivery management of multiple concurrent projects and client accounts spanning Small, Medium, and Large Enterprise businesses.
• Client Relationship Management: Serve as the primary operational liaison, point of escalation and trusted partner for clients, ensuring transparent, proactive, and strategic communication while swiftly resolving client escalations with professionalism.
• Contract & SLA Compliance: Ensure all service delivery parameters meet or exceed agreed Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

Team Leadership, Mentorship & Accountability

• Tokyo Operational Leadership: Direct, empower, and manage the Tokyo Operations Team and Operations Managers, establishing clear performance metrics and holding them accountable to operational standards and KPIs.
• Mentorship & Career Development: Actively guide, coach, and mentor Operations Managers to foster their leadership capabilities, drive professional growth, and build a high-performing talent pipeline.
• Performance & Culture Management: Establish robust performance evaluation frameworks, provide ongoing feedback, and champion a culture of accountability, continuous improvement, and operational rigor.

Financial & P&L Oversight

• P&L & Gross Margin Optimization: Own full Profit & Loss (P&L) responsibility and financial performance for assigned projects; strategically identify and execute operational levers to optimize Gross Margins and fulfill profit targets.
• Budgeting & Invoicing: Drive financial hygiene across operational budgeting, resource modeling, capacity planning, cost management, and client invoicing.

Cross-Functional & Operational Excellence

• Cross-Departmental Collaboration: Work seamlessly with global and local internal departments—including Talent Acquisition, Human Resources, Finance, IT, Training, to align operational delivery with broader corporate strategy.
• Time & Resource Management: Demonstrate superior time management and prioritization skills to balance strategic long-term planning with daily operational demands and multi-project execution.
• Analytics & Continuous Improvement: Analyze operational metrics (CSAT, SLA, Quality, Staffing) using tools such as Tableau, Power BI, and Google Sheets to generate actionable executive insights and optimize delivery workflows.
• Delegated Leadership Execution: Execute strategic directives assigned by the Player Support Director/Manager and contribute actively to regional and global enterprise initiatives

Requirements

• Operational Experience: Minimum of 3–5+ years of leadership experience as an Operations Manager or Senior Operations Manager in a fast-paced BPO, Customer Support, or Player Engagement environment.
• Bilingual Fluency: High professional proficiency and excellent communication skills in both Japanese and English (spoken and written) for stakeholder engagement, client reporting, and internal leadership.
• Financial Acumen: Proven track record of managing P&L performance, operational budgets, and applying gross margin levers.
• Multi-Account Capabilities: Demonstrated ability to manage diverse client portfolios across SMB and Enterprise business models simultaneously.
• Leadership & Mentorship: Strong record of leading manager-level direct reports, enforcing performance accountability, and actively mentoring operational leaders.
• Time & Project Management: Superior organizational skills with proven success in managing competing priorities and tight timelines.
• Cross-Functional Collaboration: Strong interpersonal skill set with a history of successful collaboration across internal administrative and support departments.
• Technical Proficiency: High proficiency with MS Office, Google Workspace, and operational/business intelligence tools (Tableau, Power BI, Advanced Google Sheets).
• Education: Bachelor's degree in Business, Operations Management, or equivalent practical industry experience.

Recruitment Journey

1. Application Review: Resume review and candidacy assessment.
2. Initial Screening: Online interview with Talent Acquisition Specialist.
3. Secondary Interview: Deep-dive interview with Service Line Director / Player Engagement Manager.
4. Offer & Onboarding: Welcome to Keywords Studios as a Keywordian!

Note: Additional assessment calls may be scheduled depending on seniority and role requirements. Our hiring process is remote and digital-first.

Benefits

• Social insurance (Health insurance, Pension, Unemployment, Worker’s accident compensation) 

• Annual Leave

• Congratulation or Condolence leave

• Special Leave

• Employee Referral Program

• Numerous internal social events

• Casual dress and hairstyle

• No smoking in workspace (designated smoking room available)
  Employee Assistance Program (professional consultation/mental health support program)

• Relo Club Program (employee benefit program)

• Commuting Allowance (up to 30,000 yen per month, based on the number of days spent in the office)

• Telecommuting Allowance (Based on company regulations)

待遇・福利厚生

• 社会保険完備
• 有給休暇
• 慶弔休暇
• 特別休暇
• 社員紹介制度
• 社内イベント多数 （お花見、BBQ、忘年会などオフラインでのイベントも多数🎉）
• 服装、髪型自由
• 屋内原則禁煙（オフィス内に喫煙室あり）
• EAP従業員支援プログラム
• 福利厚生プログラム（リロクラブ)
• 交通費支給（月額 3 万円を上限とし、オフィスへの出社日数に応じて実費支給）
• 在宅勤務手当（社内規定による）

勤務時間

• 勤務時間: 10:00 - 19:00
• フレックスタイム制 有

休日休暇:
【休日】完全週休二日制

• 土日祝日休み
• 夏季休暇
• 冬季休暇

Privacy Notice

By applying, you acknowledge that your personal information will be processed in accordance with our Applicant Privacy Notice: Applicant Privacy Notice.

今回の応募において個人情報をお送りいただくと、弊社の求職者向けプライバシー通知（Applicant Privacy Notice）に則り、ご自身の個人情報が収集、処理されることに同意したとみなされます。

Keywords is committed to creating a diverse,  inclusive and supportive working environment. 
Keywords は、多様性を尊重し、インクルーシブでサポート体制の整った職場環境づくりに取り組んでいます。

Role Information: EN

Studio: Keywords Studios International Japan

Location: East APAC, Japan, Tokyo

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Full time, Hybrid

- Minimum of 3–5+ years of leadership experience as an Operations Manager or Senior Operations Manager in a fast-paced BPO, Customer Support, or Player Engagement environment. - High professional proficiency and excellent communication skills in both Japanese and English (spoken and written). - Proven track record of managing P&L performance, operational budgets, and applying gross margin levers. - Demonstrated ability to manage diverse client portfolios across SMB and Enterprise business models simultaneously. - Strong record of leading manager-level direct reports, enforcing performance accountability, and actively mentoring operational leaders. - Superior organizational skills with proven success in managing competing priorities and tight timelines. - Strong interpersonal skill set with a history of successful collaboration across internal administrative and support departments. - High proficiency with MS Office, Google Workspace, and operational/business intelligence tools (Tableau, Power BI, Advanced Google Sheets). - Bachelor's degree in Business, Operations Management, or equivalent practical industry experience.