Japan
Published on: November 13, 2026
The organisation partners with video game developers and publishers, providing services that support games throughout their lifecycle. Its player engagement work includes technical support, community management, and trust and safety services for a range of studios, from independent developers to major publishers.
The Tokyo team works in a global, cross-functional environment, collaborating with colleagues in areas such as talent acquisition, human resources, finance, IT and training. This role offers the opportunity to shape operational performance, support client partnerships and develop the next generation of leaders. The organisation describes its culture as collaborative and offers benefits including commuting and work-from-home allowances, health and insurance cover, annual and sick leave, language training, an employee assistance programme and an annual medical examination.
As Senior Operations Manager, you will lead the Tokyo operations team and oversee delivery across a portfolio of client projects, ranging from small and medium-sized businesses to enterprise accounts. You will be the primary operational contact for clients, building trusted relationships, communicating proactively and resolving escalations while ensuring contractual service levels and performance indicators are met.
You will lead and develop Operations Managers, set clear expectations and performance measures, and foster accountability and continuous improvement. You will also own operational financial performance, managing budgets, capacity, resources, costs and client invoicing to support margin and profit targets. Working closely with local and global functions, you will use operational, quality, staffing and client satisfaction data to identify improvements and provide meaningful insights. You will balance longer-term planning with day-to-day priorities and contribute to regional and global initiatives.
Several years’ operations leadership experience, typically in the range of 3–5+ years, as an Operations Manager or Senior Operations Manager in BPO, customer support or player engagement.
Professional fluency in both Japanese and English, spoken and written, for client communication, reporting and internal leadership.
Demonstrated experience managing P&L, operational budgets and gross margins.
Experience overseeing multiple client accounts across SMB and enterprise portfolios.
A track record of leading manager-level direct reports, setting expectations, promoting accountability and mentoring leaders.
Strong organisation, prioritisation and time and project management skills, with the ability to deliver against tight deadlines.
Effective cross-functional collaboration and interpersonal skills.
High proficiency in MS Office, Google Workspace, Tableau, Power BI and advanced Google Sheets.
A bachelor’s degree in business or operations management, or equivalent practical industry experience.
As part of our hiring process, this role may use Keystone AI’s artificial intelligence or automated tools to assist with reviewing and screening applications. These tools support, but do not replace, human judgment in making hiring decisions.
Your application will be considered complete only after you have completed the full registration process on the Keystone AI platform, including creating your profile, uploading your CV, and submitting your application. The AI interview is optional but encouraged and is not required for your application to be considered.
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CGP Group is an affirmative equal-opportunity employer and recruitment firm. We evaluate qualified applicants without regard to race, color, religion, creed, gender, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. Information provided in this advertisement is for recruitment purposes only.