Senior Operations Manager (TOKYO)

About this role

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 initiatives