# Senior Operations Manager (TOKYO) - Internal Job Posting

**Company**: Keywords Studios
**Location**: Suginami, Tokyo
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: Full-time
**Category**: Operations
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q64141679

**Apply**: https://apply.workable.com/j/06DC71428F?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_a7d96c8f-c2e

## Description

We are seeking a Senior Operations Manager to lead the strategic and day-to-day operations of multiple projects and client portfolios in our Tokyo office.

As a Senior Operations Manager, you will lead the Tokyo Operations Team, driving high performance across client satisfaction, staffing efficiency, team development, cross-functional collaboration, and operational excellence.

## Key Responsibilities

### Client & Portfolio Leadership

- Manage 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.

- Ensure all service delivery parameters meet or exceed agreed Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

### Team Leadership, Mentorship & Accountability

- Direct, empower, and manage the Tokyo Operations Team and Operations Managers.

- Actively guide, coach, and mentor Operations Managers to foster their leadership capabilities and drive professional growth.

- Establish robust performance evaluation frameworks and champion a culture of accountability and continuous improvement.

### Financial & P&L Oversight

- 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.

### Cross-Functional & Operational Excellence

- Work seamlessly with global and local internal departments 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 using tools such as Tableau, Power BI, and Google Sheets to generate actionable executive insights and optimize delivery workflows.

## 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).

- 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.

## 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)

## Skills

### Required
- Operational Management
- Leadership
- Financial Management
- Client Relationship Management
- Team Leadership
- Mentorship
- Cross-Functional Collaboration
- Time Management
- Project Management
- Data Analysis
- MS Office
- Google Workspace
- Tableau
- Power BI
- Google Sheets

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Source: [Apply at apply.workable.com](https://apply.workable.com/j/06DC71428F?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)