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 OverviewAs 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 ResponsibilitiesClient & Portfolio LeadershipMulti-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 & AccountabilityTokyo 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 OversightP&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 ExcellenceCross-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 initiativesRequirementsOperational 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 JourneyApplication 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.BenefitsSocial insurance (Health insurance, Pension, Unemployment, Worker’s accident compensation) Annual LeaveCongratulation or Condolence leaveSpecial LeaveEmployee Referral ProgramNumerous internal social eventsCasual dress and hairstyleNo 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 NoticeBy 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: ENStudio: Keywords Studios International JapanLocation: East APAC, Japan, TokyoArea of Work: Player EngagementService: EngageEmployment Type: PermanentWorking Pattern: Full time, Hybrid

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

COMPANY PROFILEKeywords is a growth company, trusted and relied upon by the world’s leading video game and entertainment companies to work alongside them during the full game development cycle to bring immersive content to life for the joy of billions of people across the world.We are a critical enabler of a large, dynamic industry, and are building out our proprietary technology platform to augment our future growth.WHY WORK AT KEYWORDS STUDIOS?People who work at Keywords are passionate, talented, committed and resourceful. As a business we thrive on diversity, celebrate uniqueness and work as teams whether we are physically together in one of our 70 global studios or working together virtually.We empower people to perform to the best of their ability with our “can do” attitude. We appreciate and embrace flexibility. We learn at every opportunity to grow ourselves through experience, training and tackling new challenges.This is what makes us Keywordians.https://www.keywordsstudios.com/

COMPANY PROFILE

Keywords is a growth company, trusted and relied upon by the world’s leading video game and entertainment companies to work alongside them during the full game development cycle to bring immersive content to life for the joy of billions of people across the world.

We are a critical enabler of a large, dynamic industry, and are building out our proprietary technology platform to augment our future growth.

WHY WORK AT KEYWORDS STUDIOS?

People who work at Keywords are passionate, talented, committed and resourceful. As a business we thrive on diversity, celebrate uniqueness and work as teams whether we are physically together in one of our 70 global studios or working together virtually.

We empower people to perform to the best of their ability with our “can do” attitude. We appreciate and embrace flexibility. We learn at every opportunity to grow ourselves through experience, training and tackling new challenges.

This is what makes us Keywordians.

https://www.keywordsstudios.com/