Senior Operations Manager (Tokyo)

About the company

Our client is an international provider of services to video game developers and publishers, helping them create and deliver engaging experiences for players. Its services include player support, community management and trust and safety, alongside a broad range of production and development support. The Player Engagement team works with a varied portfolio of major and independent studios to build positive player communities and provide high-quality support.

You will join a collaborative, inclusive environment with opportunities to work across local and global teams. This role offers the scope to make a meaningful contribution to operational performance, develop leaders and help deliver services that enhance the experience of players around the world.

What the job entails

As Senior Operations Manager, you will lead the Tokyo Operations Team and oversee delivery across multiple client projects and portfolios, from small and medium-sized businesses to large enterprises. Acting as the primary operational contact for clients, you will build trusted relationships, communicate proactively and resolve escalations. You will ensure services meet agreed performance indicators and service levels while promoting client satisfaction and consistent delivery.

You will set clear expectations for Operations Managers, support their development and foster accountability and continuous improvement. You will also take responsibility for the financial performance of assigned projects, overseeing budgets, resourcing, capacity planning, costs and invoicing, and identifying opportunities to improve gross margins. Working with local and global teams across Talent Acquisition, Human Resources, Finance, IT and Training, you will use operational data to improve workflows and inform decision-making. You will also contribute to regional and global initiatives.

Key requirements

• At least 3–5 years’ leadership experience as an Operations Manager or Senior Operations Manager in a fast-paced BPO, customer support or player engagement environment.
• Professional fluency in spoken and written Japanese and English, with strong communication skills for client and internal stakeholder engagement.
• Proven experience managing P&L performance and operational budgets, including identifying opportunities to improve gross margins.
• Experience overseeing multiple client accounts across small and medium-sized business and enterprise environments.
• A strong track record of leading managers, setting performance expectations and developing operational leaders.
• Excellent organisational and prioritisation skills, with the ability to balance competing demands and tight timelines.
• Effective cross-functional collaboration skills and experience working with local and global support teams.
• Proficiency in MS Office, Google Workspace and business intelligence tools such as Tableau, Power BI and advanced Google Sheets.
• A bachelor’s degree in Business or Operations Management, or equivalent practical experience.