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
- Application Review: Resume review and candidacy assessment.
- Initial Screening: Online interview with Talent Acquisition Specialist.
- Secondary Interview: Deep-dive interview with Service Line Director / Player Engagement Manager.
- 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
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
