Senior Operations Manager

Keywords Studios

. Lead the strategic and day-to-day operations of multiple projects and client portfolios spanning SMB to Large Enterprise accounts.

Posted 10/15/2026full-timeSuginami • JapanSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading operations management, including P&L responsibility, performance accountability, and strategic planning across diverse client portfolios. Proficient in utilizing data analysis tools to drive continuous improvement and operational excellence.

Highest-signal resume keywords

P&L ManagementOperations ManagementPerformance AccountabilityClient Portfolio ManagementBPO Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

BudgetingResource ModelingCapacity PlanningCost ManagementPerformance MetricsKPI ManagementProject Delivery ManagementData Analysis

Soft Skills

LeadershipCoachingMentoringCollaborationCommunication

Tools & Technologies

TableauPower BIGoogle SheetsMS OfficeGoogle Workspace

Industry Keywords

Customer SupportPlayer EngagementSMBEnterpriseBPO

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Lead the strategic and day-to-day operations of multiple projects and client portfolios spanning SMB to Large Enterprise accounts.
Oversee end-to-end delivery management for multiple concurrent projects and client accounts.
Serve as the primary operational liaison, escalation point, and strategic partner for clients.
Ensure service delivery meets or exceeds agreed KPIs and SLAs.
Direct, empower, and manage the Tokyo Operations Team and Operations Managers.
Establish performance metrics and hold managers accountable to operational standards and KPIs.
Coach and mentor Operations Managers and develop a high-performing talent pipeline.
Establish performance evaluation frameworks and foster accountability, continuous improvement, and operational rigor.
Own P&L responsibility and optimize gross margins and profit targets.
Drive budgeting, resource modeling, capacity planning, cost management, and client invoicing.
Collaborate with Talent Acquisition, Human Resources, Finance, IT, and Training.
Balance strategic planning with daily operational demands and multi-project execution.
Analyze CSAT, SLA, Quality, and Staffing metrics using Tableau, Power BI, and Google Sheets.
Execute strategic directives from the Player Support Director/Manager and contribute to regional and global enterprise initiatives.

Requirements

What you’ll need

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, Tableau, Power BI, and Advanced Google Sheets.
Bachelor's degree in Business, Operations Management, or equivalent practical industry experience.

Benefits

Comp & perks

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)
社会保険完備
有給休暇
慶弔休暇
特別休暇
社員紹介制度
社内イベント多数（お花見、BBQ、忘年会などオフラインでのイベントも多数🎉）
服装、髪型自由
屋内原則禁煙（オフィス内に喫煙室あり）
EAP従業員支援プログラム
福利厚生プログラム（リロクラブ)
交通費支給（月額 3 万円を上限とし、オフィスへの出社日数に応じて実費支給）
在宅勤務手当（社内規定による）
Flexitime system
Saturdays, Sundays, and public holidays off
Summer leave
Winter leave