Senior Operations Manager

4 Months ago • 3 Years + • Operations

Job Summary

Job Description

The Senior Operations Manager at Keywords Studios will oversee multiple projects, managing stakeholder relationships, staffing, performance, and continuous improvement to maximize client and employee satisfaction. Responsibilities include directing project activities, monitoring KPIs (CSAT, quality, staffing, service level), developing team goals, leading and mentoring Operations Managers, ensuring policy compliance, managing client communication and requests, and creating financial reports. The ideal candidate will possess strong analytical and communication skills, experience in customer/player support operations, and proficiency in tools like MS Office, Tableau, and Power BI. Fluency in Japanese and English is required.
Must have:
  • 3+ years Operations Manager experience in Customer/Player Support
  • P&L experience
  • Strong analytical & communication skills
  • Proficient in MS Office, Tableau, Power BI
  • Fluent in Japanese & English
Perks:
  • Commuting Allowance (up to ¥30,000/month)
  • Work from home allowance (up to ¥10,000/month)
  • Full Social Insurance
  • Summer & Winter holidays
  • Paid Annual Leave
  • Sick Leave
  • Employee Assistant Program
  • Language Program
  • Referral program
  • Medical check-up
  • Company Events

Job Details

Description

<日本語は英文の後に続きます。>

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

This role is responsible for managing the over-all health of the project in terms of stakeholder management, staffing, performance and continuous improvement which has direct impact to the over-all client and employee satisfaction

Duties & Responsibilities:

  • Will oversee and direct the activities of a number of projects assigned to him/her
  • Oversee and manage Project KPIs such as: CSAT, Quality, Staffing, and Service Level
  • Develop individual and team goals as well as to implement plans in order to carry out the objectives
  • Lead, manage, motivate and develop Operations Manager(s) assigned to him to drive operational excellence, sustain employee engagement and initiate and develop continuous process improvement
  • Ensure that everyone is in compliance with all established policies and procedures
  • Will be the project lead for client management and communication
  • Oversee the timely resolution of client requests and escalations
  • Complete tasks delegated/assigned by the Player Support Manager
  • Create development plans for the team members under his project and support them with their professional growth
  • Responsible for creating invoices and the over-all financial health of projects under him/her
  • Other tasks that maybe required from time to time

Technical Skills:

  • With working knowledge on several tools, such as MSOffice, Tableau, Power BI, GSuite, etc.
  • Must have strong analytical skills
  • With ability to create financial and performance report for clients and stakeholders
  • Must have knowledge on advance Google Sheetformulas
  • Strong focus on continuous improvement and operational optimization

Behavior Skills:

  • Excellent communication skills–spoken and written
  • Strong analytical skills
  • Organizational skills
  • Strong client management skills
  • Keen observer
  • Can resolved conflicts efficiently

Requirements

  • At least 3 years of experience as an Operations Manager in Customer Support/Player Support
  • Relevant hands-on P&L experience
  • Bachelor’s degree of any course or relevant
  • Fluent in Japanese & English.

Benefits

  • Commuting Allowance : Up to ¥30,000/Month
  • Work from home allowance : Up to ¥10,000/Month
  • Social Insurance: Full Shakai Hoken(健康保険、厚生年金、雇用保険、労災保険)
  • Summer holidays
  • Winter holidays
  • Paid Annual Leave
  • Sick Leave
  • Employee Assistant Program
  • Language Program
  • Referral program
  • Medical check-up
  • Company Events

Phases of the recruitment journey:

  • You send us your application with your updated resume.
  • After reviewing your candidacy, if you are selected, we invite you to an online initial interview with one of our Talent Acquisition Specialists to discuss your qualifications, professional background, and why you are interested in the role. It's a chance for us to get to know you better.
  • If the team believes you’d be a good fit for the role, you will be invited for a second interview, this time joined by either the Service Line Director, or a Player Engagement Manager, to discuss further about the role and alignment with our organization's values and culture.
  • At the end of our journey - hopefully you will receive an offer and become our new Keywordian!

 

Please be mindful that this role may take extra calls with other team members, depending on seniority, specificity and location for due diligence.

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

That would be it from us - now we are waiting for your move!

Privacy Agreement:

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/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。詳細につきましては、弊社の求職者向けプライバシー通知(https://www.keywordsstudios.com/en/applicant-privacy-notice)をご確認ください。

通过在此申请中提供你的信息,即表示你了解我们将根据《申请人隐私声明》收集和处理你的信息。如需了解更多信息,请参阅我们的《申请人隐私声明》,网址为: https://www.keywordsstudios.com/en/applicant-privacy-notice

Similar Jobs

Ubisoft - Esports Business Intelligence Specialist

Ubisoft

Paris, Île-de-France, France (Hybrid)
4 Months ago
Wrike - Customer Success Manager (German)

Wrike

Estonia (Hybrid)
2 Months ago
Rocket Science - Full Stack Engineer

Rocket Science

Wales, United Kingdom (Hybrid)
4 Months ago
Illumina - Market Research and Customer Insights Manager

Illumina

United States (Remote)
1 Year ago
PwC - Risk Assurance-IT Senior Associate

PwC

Makati City, Metro Manila, Philippines (On-Site)
10 Months ago
Patreon - Creator Strategy & Operations Manager

Patreon

New York, New York, United States (Hybrid)
4 Months ago
pentair - Injection Molding Setup Tech (Maintenance Operator)

pentair

Moorpark, California, United States (On-Site)
2 Months ago
UPF Industries  - Machine Operator 2nd shift - Packaging

UPF Industries

Harrisonville, Missouri, United States (On-Site)
2 Months ago
Lilith games - Xiaohongshu Ecosystem Operations Manager

Lilith games

Shanghai, China (On-Site)
1 Month ago
Unity - Senior App Growth and Operations Manager

Unity

Tel Aviv-Yafo, Tel Aviv District, Israel (On-Site)
3 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

playrix  - Lead User Acquisition Manager

playrix

Portugal (Remote)
9 Months ago
Barracuda - Sales Renewals Representative

Barracuda

Alpharetta, Georgia, United States (On-Site)
1 Month ago
Capgemini - AMM Author

Capgemini

Bengaluru, Karnataka, India (On-Site)
2 Months ago
Toast - Territory Account Executive

Toast

Chicago, Illinois, United States (On-Site)
3 Months ago
London stock Exchange - Manager, Usage Analytics and Governance

London stock Exchange

New York, United States (On-Site)
2 Months ago
Capgemini - Data Business Analyst

Capgemini

Pune, Maharashtra, India (On-Site)
2 Months ago
Axonius - Snr Partner Business Manager, Germany

Axonius

Germany (Remote)
8 Months ago
Ion - Credit Analyst

Ion

Mumbai, Maharashtra, India (On-Site)
9 Months ago
Epic Games - Product Director, LiveOps

Epic Games

Cary, North Carolina, United States (On-Site)
3 Months ago
Ultimate studio - Cinematic Animator

Ultimate studio

Melbourne, Victoria, Australia (Remote)
1 Month ago

Get notifed when new similar jobs are uploaded

Jobs in Tokyo, Japan

virtous games - Producer

virtous games

Tokyo, Japan (On-Site)
2 Months ago
Sony Interactive Entertainment - PlayStation Studios QA Localization Tester (Simplified Chinese)

Sony Interactive Entertainment

Tokyo, Japan (On-Site)
6 Months ago
gu3 - PR & Marketing Planner (Game Division / New Title)

gu3

Tokyo, Japan (On-Site)
2 Months ago
Morning Star - Direct Sales Specialist

Morning Star

Tokyo, Japan (Hybrid)
2 Months ago
Brave Group (Language barrier) - Front-end Engineer

Brave Group (Language barrier)

Tokyo, Japan (Remote)
11 Months ago
Brave Group (Language barrier) - Global PR Leader/Manager Candidate

Brave Group (Language barrier)

Tokyo, Japan (On-Site)
8 Months ago
Game freak - Project Manager (New Graduates)

Game freak

Chiyoda City, Tokyo, Japan (On-Site)
2 Months ago
NetEase Games - Treasury Analyst

NetEase Games

Shinjuku City, Tokyo, Japan (On-Site)
7 Months ago
Ansys - Strategic Account Executive

Ansys

Tokyo, Japan (On-Site)
3 Months ago
FromSoftware - Concept Artist

FromSoftware

Japan (On-Site)
8 Months ago

Get notifed when new similar jobs are uploaded

Operations Jobs

Tesla - Senior Electronics Technician for Operations Technology

Tesla

Rhineland-Palatinate, Germany (On-Site)
5 Months ago
Twitch - Strategy & Operations Manager

Twitch

San Francisco, California, United States (On-Site)
4 Months ago
dun bradstreet - People Operations Associate

dun bradstreet

Frankfurt Am Main, Hessen, Germany (Hybrid)
4 Months ago
Qube Cinema - Executive - Operations

Qube Cinema

Hyderabad, Telangana, India (On-Site)
2 Months ago
Tencent - Game Community Operations Intern, Japan

Tencent

Tokyo, Japan (On-Site)
5 Months ago
bytedance - Creator Operations Management (Philippines E-Commerce)

bytedance

Taguig, Metro Manila, Philippines (On-Site)
3 Months ago
NinjaVan - Delivery Station Operations Staff

NinjaVan

Bien Hoa, Dong Nai, Vietnam (On-Site)
9 Months ago
Hawkeye Innovations - VAR Replay Operator

Hawkeye Innovations

Vienna, Vienna, Austria (Hybrid)
4 Months ago
Alpha Sense - Manager, Customer Operations

Alpha Sense

Chicago, Illinois, United States (On-Site)
2 Months ago
UPF Industries  - Machine Operator I

UPF Industries

Siler City, North Carolina, United States (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Keywords Studiosare the leading provider of creative and technical services to the global video game industry. We are trusted and relied upon by 23 of 25 top video game companies to collaborate with them throughout the concept, development, and live operations of the most popular AAA franchises in the world. Great games are the product of great teams, and exceptional individuals are essential to their success. Are you ready to be part of something truly remarkable and unlock your full potential?

Pune, Maharashtra, India (Hybrid)

Bengaluru, Karnataka, India (On-Site)

Pune, Maharashtra, India (Hybrid)

Gurugram, Haryana, India (On-Site)

Pune, Maharashtra, India (Hybrid)

View All Jobs

Get notified when new jobs are added by Keywords Studios

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug