Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

As a Senior Operations Manager, you will lead the strategic and day-to-day operations of multiple projects and client portfolios. You will lead the Tokyo Operations Team, driving high performance across client satisfaction, staffing efficiency, team development, cross-functional collaboration, and operational excellence. This is a high-impact leadership role ideal for an experienced, highly organized operations professional who thrives in a fast-paced, performance-driven environment.

Responsibilities

End-to-end oversight and delivery management of multiple concurrent projects and client accounts spanning Small, Medium, and Large Enterprise businesses.
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.
Ensure all service delivery parameters meet or exceed agreed Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
Direct, empower, and manage the Tokyo Operations Team and Operations Managers, establishing clear performance metrics and holding them accountable to operational standards and KPIs.
Actively guide, coach, and mentor Operations Managers to foster their leadership capabilities, drive professional growth, and build a high-performing talent pipeline.
Establish robust performance evaluation frameworks, provide ongoing feedback, and champion a culture of accountability, continuous improvement, and operational rigor.
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.
Drive financial hygiene across operational budgeting, resource modeling, capacity planning, cost management, and client invoicing.
Work seamlessly with global and local internal departments—including Talent Acquisition, Human Resources, Finance, IT, Training, to align operational delivery with broader corporate strategy.
Demonstrate superior time management and prioritization skills to balance strategic long-term planning with daily operational demands and multi-project execution.
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.
Execute strategic directives assigned by the Player Support Director/Manager and contribute actively to regional and global enterprise initiatives.

Requirements

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.
High professional proficiency and excellent communication skills in both Japanese and English (spoken and written) for stakeholder engagement, client reporting, and internal leadership.
Proven track record of managing P&L performance, operational budgets, and applying gross margin levers.
Demonstrated ability to manage diverse client portfolios across SMB and Enterprise business models simultaneously.
Strong record of leading manager-level direct reports, enforcing performance accountability, and actively mentoring operational leaders.
Superior organizational skills with proven success in managing competing priorities and tight timelines.
Strong interpersonal skill set with a history of successful collaboration across internal administrative and support departments.
High proficiency with MS Office, Google Workspace, and operational/business intelligence tools (Tableau, Power BI, Advanced Google Sheets).
Bachelor's degree in Business, Operations Management, or equivalent practical industry experience.

Skills

Client Relationship Management
Contract & SLA Compliance
Team Leadership
Mentorship & Career Development
Performance & Culture Management
P&L & Gross Margin Optimization
Budgeting & Invoicing
Cross-Functional Collaboration
Time & Resource Management
Analytics & Continuous Improvement
Delegated Leadership Execution
Japanese
English
MS Office
Google Workspace
Tableau
Power BI
Google Sheets

Location

Tokyo, Japan

Work Type

Hybrid
Full time

Experience Level

Senior

Education Level

Bachelor's degree

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)
Complete paid leave
Congratulatory or condolence leave
Special leave
Employee referral program
Numerous internal social events (including offline events such as cherry blossom viewing, BBQ, year-end parties)
Casual dress code and hairstyle
No smoking indoors (smoking room available in the office)
EAP Employee Assistance Program
Welfare program (Relo Club)
Commuting allowance (up to 30,000 yen per month, actual expenses paid based on the number of days in the office)
Remote work allowance (according to company regulations)

About the Company

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.
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!

Equal Opportunity

Keywords is committed to creating a diverse, inclusive and supportive working environment.
Keywords is committed to creating a diverse, inclusive and supportive working environment.