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 ResponsibilitiesClient & 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 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 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