Senior Operations Manager (TOKYO)

About the Position

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! 🎮🔥

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.

We Offer

• 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)

About the Company

Keywords Studios is committed to creating a diverse, inclusive and supportive working environment. 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! 🎮🔥