Operations Manager - Gaming Process

Job Title : Gaming Process Operations Manager

Location : [Gandhinagar - Gift City - Ahmedabad)

Department : Gaming Support / Player Experience Operations with Graduation in any stream

Work Shifts : Night Shifts - 5 days working - WFO (Mandate)

Role Overview :

The Gaming Process Operations Manager will lead end-to-end service delivery for gaming support operations, ensuring exceptional player experiences and operational excellence.

This role involves managing multiple teams (Team Leaders and Agents), driving key performance metrics, and maintaining seamless collaboration with global clients in the gaming domain.

You will act as the bridge between client operations and internal teams, ensuring that player support operations meet quality, performance, and business objectives.

Key Responsibilities :

1. Operations Management

Oversee daily operations of multiple gaming support teams (chat, email, voice, in-game).

Ensure consistent achievement of KPIs — Quality, CSAT, SLA, FCR, AHT, and Attendance Adherence.

Plan, forecast, and allocate resources effectively to meet operational demands.

Drive process improvement initiatives, automation, and optimization of workflows.

Track and report on operational metrics with actionable insights and trend analysis.

2. Client & Stakeholder Management

Act as the key point of contact for the gaming client’s operations and delivery teams.

Conduct weekly and monthly business reviews (WBR / MBR) with client stakeholders.

Ensure strong alignment with client objectives, game updates, and release cycles.

Proactively identify risks and share mitigation plans to maintain service stability.

3. People Leadership

Manage, coach, and mentor a team of Team Leaders, SMEs, and Gaming Support Executives .

Conduct regular performance appraisals, feedback sessions, and training interventions.

Foster an inclusive, engaging, and gamer-oriented work culture.

Create succession plans and leadership pipelines within the operations structure.