Manager or Senior Manager - Gaming Operations

We are hiring a Gaming Expert (Manager/Senior Manager) to lead, scale, and drive best-in-class content moderation and trust & safety operations for a global gaming client. This role demands an immersive understanding of gaming platforms, user behaviour, and in-game content trends. You will be the Subject Matter Expert (SME) driving operational excellence, policy influence, and innovation in a dynamic gaming ecosystem.

Responsibilities

Subject Matter Expertise & Policy

- Serve as the domain authority on online gaming environments including player behaviour, in-game communication, community norms, and UGC (User Generated Content).

- Interpret and enforce content moderation policies, trust & safety standards, and platform-specific rules across diverse gaming titles.

- Provide insights and feedback to client teams on policy evolution, edge cases, and grey areas.

Gaming Process Management

- Map moderation workflow types (chat, images, videos, audio, in-game behaviour) and build expertise across support models (voice/non-voice, multilingual, technical support).

- Drive a proactive moderation strategy - minimizing toxicity, hate speech, harassment, and other player behaviour violations.

- Establish a robust performance management framework with measurable improvement metrics like variation reduction, quartile movement, and compliance scores.

- Conduct coaching, refresher sessions, and calibrations to ensure alignment to evolving client expectations.

Client & Stakeholder Management

- Act as the primary SME liaison for client discussions, weekly governance, and issue resolution.

- Partners with internal teams (training, quality, WFM, automation) to design scalable solutions and productivity enhancements.

- Lead strategic discussions on volume trends, emerging player risks, and long-term safety initiatives.

Innovation & Analytics

- Leverage data to identify trends in abuse patterns, escalation hotspots, and policy enforcement gaps.

- Recommend and pilot AI moderation tools, auto-flagging mechanisms, and process automation initiatives.

- Stay ahead of industry trends - eSports, new platforms (VR/AR), and evolving gaming cultures.

Qualifications we seek in you!

Minimum Qualifications

- Any graduate

- Excellent experience in gaming moderation, trust & safety, community operations, or online content review, preferably within a BPO or digital services environment.

- Strong understanding of gaming platforms, player behavior, UGC patterns, and evolving trends in online gaming and eSports.

- Hands-on exposure to moderation tools, ticketing systems (e.g., Zendesk, Salesforce), and analytics-driven decision-making.

- Excellent client-facing skills, with the ability to handle escalations, provide policy feedback, and influence improvements in player experience and safety standards.

- Familiarity with global T&S frameworks, moderation compliance standards, and Gen AI-led moderation.

- Experience in international BPO environments handling gaming processes.

Preferred Qualifications/ Skills

- Six Sigma Green Belt Certified

- Ability to drive change and transformation, project management and implementation of business operations

- Avid gamer or content creator familiar with platforms like Twitch, Discord, Steam, Roblox, etc.

- Strong communicator with analytical acumen, empathy, and bias for action.