Operations Manager

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.