Operations Manager

Summary

Join Keywords Studios as their Operations Manager and lead multiple projects to success, leveraging your leadership skills to drive project accomplishments and impact organizational goals. You will be responsible for project tracking, budget management, and ensuring operational profitability. Your proactive approach will involve managing project scope changes, identifying potential risks, and developing contingency plans. This role requires strong leadership, analytical, communication, and business skills. The ideal candidate will have at least two years of experience in project management or client support management within the video game industry or a related field. Native-level Japanese and business-level English proficiency are essential.

Requirements

• 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)

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• 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
• Referral program
• Medical check-up
• Company Events