Senior Operations Manager (TOKYO)

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 • 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