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Operations Manager

Operations Manager



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 the Operations Manager, you'll lead multiple projects towards success. Your leadership skills will be the driving force behind the projects' accomplishments, making a lasting impact on our organization's goals.

With a keen eye on project tracking and budget management, you will drive operational profitability, ensuring timely and accurate billing for all projects. Your proactive approach will help you successfully manage changes in project scope, spot potential risks, and craft strategic contingency plans, guaranteeing successful project outcomes with ease. 🚀📈

What are we looking for? Our Operations Manager has a knack for the following skills:


  • Manage assigned projects comprehensively, ensuring client expectations are met and processes adjusted as necessary.
  • Collaborate with the Business Development Management Team to assess new project scope, provide expert advice to clients, and agree on processes and timelines.
  • Maintain performance records of Team Leads and agents, offering continuous feedback and mentorship.
  • Coordinate schedules with Team Leads and facilities for optimal project execution.
  • Implement quality control procedures across projects.
  • Define workflow and responsibilities among project team members.
  • Ensure project financial success, delivering accurate reports and invoices to clients on time.


  • A keen eye for errors/inconsistencies in both their own and others' contributions, highlighting or amending these as appropriate.
  • Ability to prepare, interpret, and effectively utilize management information reports.
  • Play a pivotal role in designing, enhancing processes, methodologies, and tools, while maintaining thorough documentation.


  • Provide comprehensive briefings to Team Leads and agents, ensuring alignment with project strategy and client expectations.
  • Interact daily with clients, overseeing project-related communication and strategies.
  • Timely address and resolve project or HR issues, escalating them if necessary.


  • Awareness of the bigger picture, considering the project, client, company, and team when making decisions.
  • Ability to work effectively and decisively under pressure, handling multiple projects and multiple project types concurrently.
  • Ability to prepare and control a work schedule and deliver to budget, on margin, and experience with financial aspects of a project.
  • Ability to prioritize tasks, analyze problems, recommend and implement effective solutions.










  • 担当プロジェクトを管理し、クライアントの期待に応え、必要に応じてプロセスを調整する。
  • ビジネス開発チームと協力し、新しいプロジェクトについてクライアントに専門的なアドバイスを提供し、プロセスとスケジュールを定める。(新規プロジェクトの立ち上げ)
  • チームリーダーとエージェントのパフォーマンスを確認し、フィードバックと指導を行う。
  • チームリーダーと連携し、既存プロジェクトの最適化を行う。
  • プロジェクト全体の品質管理。
  • ワークフローおよびプロジェクトチームメンバーの役割分担を明確にする。
  • プロジェクトのファイナンス面での成功を確保し、正確なレポートと請求書を期限内にクライアントに提出する。


  • 誤りや矛盾に注意を払い、必要に応じて指摘したり修正したりする。
  • 経営情報レポートを作成、解釈し、効果的に活用する能力。
  • プロセス、方法論、ツールの設計および強化において中心的な役割を果たすとともに、徹底的な管理能力を維持する。


  • チームリーダーやエージェントとプロジェクトについて適宜情報共有しクライアントの期待値との整合性を図る。
  • クライアント折衝、プロジェクト関連のコミュニケーションと戦略を管理監督する。
  • プロジェクトや人事の問題に迅速に対処し、解決する。


  • プロジェクト、クライアント、会社、チームを考慮した上での意思決定。
  • プレッシャーの中で効果的に仕事を進め、複数のプロジェクトを同時に処理する。
  • 作業スケジュールを作成・管理し、予算や収益を厳守して納品する。
  • タスクに優先順位をつけ、問題を分析し、効果的な解決策を提案、実行する。


  • Commuting Allowance : Up to ¥30,000/Month
  • Work from home allowance : Up to ¥10,000/Month
  • Social Insurance: Full Shakai Hoken(健康保険、厚生年金、雇用保険、労災保険)
  • Summer holidays
  • Winter holidays
  • Paid Annual Leave
  • Sick Leave
  • Employee Assistant Program
  • Language Program
  • Employee Share Purchase Plan (ESPP)
  • Referral program
  • Medical check-up
  • Company Events

Phases of the recruitment journey:

  • You send us your application with your updated resume.
  • After reviewing your candidacy, if you are selected, we invite you to an online initial interview with one of our Talent Acquisition Specialists to discuss your qualifications, professional background, and why you are interested in the role. It's a chance for us to get to know you better.
  • If the team believes you’d be a good fit for the role, you will be invited for a second interview, this time joined by either the Service Line Director, or a Senior Operations Manager, to discuss further about the role and alignment with our organization's values and culture.
  • At the end of our journey - hopefully you will receive an offer and become our new Keywordian!


Please be mindful that this role may take extra calls with other team members, depending on seniority, specificity and location for due diligence.

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

That would be it from us - now we are waiting for your move!

Experience & Requirements

You'd be a great fit for this role if you have:

  • Minimum 2 years of experience in Project Management, or Client support management in the Video Games, Customer support or related industry.
  • Experience leading the launch of a support project / operation.
  • Strong client relationship management and negotiation skills
  • Leadership skills, capable of rallying teams to achieve common goals together and inspire success in others
  • A keen eye for errors/inconsistencies in both their own and others contribution, highlighting or amending these as appropriate
  • Native level of Japanese language skill and business level of English language skill (TOEIC 750 or above)


  • 4+ years of Game industry experience
  • Formal Project Management techniques or training such as PMP
  • Experience with Zendesk or Helpshift or other major customer support tools


  • ビデオゲーム、カスタマーサポート、またはその他の関連業界において、プロジェクトマネジメント、クライアントサポートマネジメントの経験が2年以上ある方。
  • サポートプロジェクト/オペレーションの立ち上げをリードした経験。
  • 優れた顧客関係管理および交渉スキル
  • 共通の目標を達成するためにチームをまとめ、他者の成功をサポートするリーダーシップスキル
  • ネイティブレベルの日本語スキルおよびビジネスレベルの英語スキル(目安:TOEIC750以上)


  • 4年以上のゲーム業界経験
  • PMPなどの正式なプロジェクト管理手法またはトレーニング
  • ZendeskやHelpshiftなどの主要なカスタマーサポートツールの使用経験
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