Global Operations Manager

Operations

  • Tokyo, Japan

Niantic Player Support team seeks a Global Operations Manager to contribute to the planning and execution of various aspects of the player support operations of the new title.

As a Global Operations Manager, you’ll work directly with product management and engineering teams to ensure a tight product feedback loop and to coordinate smooth, high-quality feature launches. Product Operations builds the connection between product and user-facing teams in order to deliver more value to our users effectively.

As part of the team, you'll collaborate with individuals across different functions and within various geographies to provide excellent operational support for Niantic’s location-based products including but not limited to establish global operational policies and workflows, craft documentation and support contents, plan and execute day-to-day operations and implement operational tools.

Responsibilities

  • Work with product, engineering, design, and other departments to ensure successful launch of support offerings for new product features. This may include reviewing product designs for support implications, and developing proposals on how to address player support requests.
  • Perform key tasks such as workflow development, issue tracking and prioritization, writing and updating user-facing content, policy and process documentations, and data analysis.
  • Serve as a subject matter expertise on player support strategies and operational processes.
  • Collaborate with the vendor teams to deliver the scalable and player friendly support environments. Constantly look for improvement opportunities and drive the executable actions.
  • Represent the voice of the players in meetings with cross functional teams, actively and positively participating in the player experience discussions.
  • Align with the global player Support team to evaluate and improve the existing processes with serviceability in mind.

Qualifications

  • BA/BS degree and 5+ years of experience in streamlining and scaling player support or operational programs of a global product in the digital industry.
  • Excellent written and verbal communication skills in Japanese and English.
  • Proven experience leading complex projects and working with multiple stakeholders under pressure.
  • Ability to read an engineering spec for a new feature and understand where users might need support.
  • Consistent ownership mentality.
  • Passion for Niantic’s mission and products.

Plus If...

  • You possess a solid understanding of the following programming languages: Python, Javascript, SQL, HTML.
  • Written and verbal communication skills in additional languages.

Join the Niantic team!

Niantic は、世界有数のAR (拡張現実)テクノロジーの提供によって、人々が現実世界でクリエイティブな魅力にあふれた冒険のきっかけを作っています。私たちの製品・サービスは、外に出て探索する、運動する、そして人と人とのつながりを作ることを促すことを願ってつくられています。

2011年にGoogle で設立され、任天堂株式会社、株式会社 ポケモン、Alsop Louie Partners などの心強い投資家のサポートを受けて、2015年に独立しました。現在Nianticが提供するコンシューマー向けタイトルには、世界をコントロールすることをテーマにした先駆的なゲーム「Ingress」、記録やぶりのAR ゲーム「Pokémon GO」、「Harry Potter: 魔法同盟」などがあります。また、開発者向けAR プラットフォームである Lightshipは近い将来にリリース予定です。

Niantic は雇用機会均等雇用者です。Niantic の製品を愛してくださっているコミュニティの皆様に喜んで頂ける製品・サービスをつくるにはまず、全ての社員を支え、それぞれが自分の安全な居場所があることを実感できる環境を作ることが必要不可欠であると確信しています。このミッションのためにはテクノロジー業界において過小評価されてきた人材もふくめ、積極的に多様性(ダイバーシティー)を反映する人を募集し、採用することを重視しています。これはNianticの価値観においてもっともコアなものだと考えています。

私たちは、毎日わくわくしながら、知的好奇心をもち、課題解決への情熱を大切に、楽しく仕事に取り組んでいます。Niantic は、サンフランシスコ、サニーベール、ベルビュー、ロサンゼルス、ロンドン、東京、ハンブルグ、チューリッヒの各都市にオフィスを持ち、それぞれで採用を広げています。

Niantic is the world’s leading AR technology company, sparking creative and engaging journeys in the real world. Our products inspire outdoor exploration, exercise, and meaningful social interaction.

Originally formed at Google in 2011, we became an independent company in 2015 with a strong group of investors including Nintendo, The Pokémon Company, and Alsop Louie Partners. Our current consumer titles include pioneering global-control game Ingress, record-breaking AR game Pokémon GO, and Pikmin Bloom. In November 2021, we launched our developer platform, Lightship, enabling creators to build immersive AR experiences around the globe.

Niantic is an Equal Opportunity employer. We believe that cultivating a workplace where our people are supported and included is essential to creating great products our community will love. Our mission emphasizes seeking and hiring diverse voices, including those who are traditionally underrepresented in the technology industry, and we consider this to be one of the most important values we hold close.

We're a hard-working, fun, and exciting group who value intellectual curiosity and a passion for problem-solving! We have growing offices located in San Francisco, Sunnyvale, Bellevue, Los Angeles, New York, London, Tokyo, Hamburg, and Zurich.