Job Description

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, ensuring high performance across key areas such as stakeholder satisfaction, staffing efficiency, team development, and operational excellence. You will serve as the primary point of contact for client communication and will be responsible for driving continuous improvement initiatives that directly impact client and employee satisfaction. This is a high-impact leadership role ideal for an experienced operations professional who thrives in a fast-paced, performance-driven environment. 

What are we looking for? Our Senior Operations Manager has a knack for the following skills: 

Leadership 

• Lead, coach, and mentor a team of Operations Managers to foster a high-performing, motivated, and engaged workforce. 

• Establish clear performance expectations and development plans for team members; provide ongoing support for professional growth. 

• Promote a culture of continuous improvement and accountability. 

• Ensure compliance with company policies, procedures, and quality standards across all projects. 

Analytics 

• Own and optimize key project metrics including CSAT, Quality, Service Level, and Staffing. 

• Analyze operational data and financial reports to identify trends, risks, and opportunities for improvement. 

• Create and deliver performance dashboards and reports for internal and external stakeholders using tools like Tableau, Power BI, and advanced Google Sheets. 

Communication 

• Act as the lead liaison between internal teams and clients, ensuring transparent, proactive, and effective communication. 

• Manage and resolve client escalations with speed and professionalism. 

• Represent the project in all client meetings and strategic discussions. 

• Complete executive-level reporting and presentations as required. 

Business 

• Drive the financial health of the projects, including responsibility for invoicing, P&L oversight, and budget planning. 

• Implement and manage resource plans, staffing models, and workflow designs to meet project demands and SLAs. 

• Collaborate cross-functionally to align operational strategies with overall business goals. 

• Execute tasks delegated by the Player Support Manager and contribute to company-wide strategic initiatives. 

Requirements

• Minimum of 3 years of experience as an Operations Manager in a Customer Support or Player Support environment. 

• Proven experience managing P&L responsibilities and operational budgets. 

• Bachelor's degree in Business, Operations Management, or a related field or equivalent work experience in operations. 

• Strong leadership and team development skills. 

• Advanced analytical and problem-solving capabilities. 

• Excellent verbal and written communication skills in both Japanese and English. 

• High proficiency in MS Office, GSuite, and reporting tools such as Tableau, Power BI, and advanced Google Sheets. 

• Strong organizational abilities with a keen attention to detail. 
• Effective conflict resolution and stakeholder management skills. 
  
  

Benefits

• Commuting Allowance : Up to ¥30,000/Month

• Work from home allowance : Up to ¥10,000/Month
• Social Insurance: Full Shakai Hoken（健康保険、厚生年金、雇用保険、労災保険）
• Paid Time Off: Summer & Winter Holidays, Paid Annual Leave, and Sick Leave 
• Professional Support: Employee Assistance Program, Language Training, Referral Program 
• Health & Wellness: Annual Medical Check-up 
• Culture: Company Events and a collaborative, inclusive work environment 

If you're a strategic thinker with a passion for team leadership, client success, and operational excellence, we’d love to hear from you. Join us in shaping world-class player support experiences! 

Phases of the recruitment journey: 

• You send us your application with your updated resume. 

• After reviewing your candidacy, if you are selected, we invite you to an online initial interview with one of our Talent Acquisition Specialists to discuss your qualifications, professional background, and why you are interested in the role. It's a chance for us to get to know you better. 

• If the team believes you’d be a good fit for the role, you will be invited for a second interview, this time joined by either the Service Line Director, or a Player Engagement Manager, to discuss further about the role and alignment with our organization's values and culture. 

• At the end of our journey - hopefully you will receive an offer and become our new Keywordian! 

Please be mindful that this role may take extra calls with other team members, depending on seniority, specificity and location for due diligence. 

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply. 

That would be it from us - now we are waiting for your move! 

Privacy Agreement: 

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at  

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