Senior Operations Manager
You will occupy a critical leadership role, orchestrating collaboration across results-oriented global teams including Live-Ops, Community, Localization, Marketing, Product Management, and Public Relations. You will be responsible not just for executing plans, but for shaping the operational framework that ensures sustainable growth. You will join a diverse, dedicated team working across multiple communities and high-profile titles, spearheading operational excellence for Black Desert and Crimson Desert as well as upcoming releases DokeV and PLAN 8, ensuring all Pearl Abyss titles achieve and exceed their European strategic goals.
Responsibilities
- Directly manage, mentor, and inspire a high-performing team of Live Operations managers, coordinators, and specialists
- Conduct regular performance reviews, set clear KPIs, and foster a collaborative, inclusive, and growth-oriented team culture
- Independently lead and optimize complex communication pipelines between multiple global teams across various time zones and channels
- Act as the primary operational bridge between Europe and global HQ
- Author, develop, and execute comprehensive live service operational plans
- Proactively monitor, mitigate, and report on critical live service issues
- Establish, monitor, and analyze macro-level Key Performance Indicators (KPIs) to identify systemic areas for improvement
- Implement long-term solutions to systemic operational issues
- Lifecycle manage high-impact operational projects from inception to execution, defining scope and objective KPIs
- Conduct thorough post-mortem analyses of operational projects
- Serve as the ultimate escalation point for critical live-service incidents
- Lead the team through swift resolution strategies and post-incident reviews under pressure
Requirements
- Bachelor's degree or equivalent work experience in Business, Project Management, Computer Science, or a related field
- 5+ years of experience in live game operations, product management, or production, with a proven track record in a senior or lead capacity
- Professional-level fluency in English (written and verbal) with exceptional corporate communication skills
- Proven ability to excel in a high-pressure environment, building and maintaining robust stakeholder relationships globally
- Deep technical knowledge of online game live services, infrastructure, and deployment pipelines
- Advanced time-management, risk-assessment, and organizational skills
- Flexibility to work evening and weekend hours during critical launch windows or live incidents
- Willingness to travel internationally as required for global alignment
- Professional-level fluency in Korean (preferred)
- Avid Black Desert Online player with a deep understanding of its mechanics and community ecosystem (preferred)
- Mastery of industry-standard collaboration tools (Slack, Google Workspace, Microsoft Office, JIRA, Confluence) (preferred)
- Extensive prior experience interacting with or managing gaming communities and player-facing initiatives (preferred)
Benefits
- 25 days of Paid Leave based on full-time employment
- Public Transport Expenses Coverage - maximum €450/month
- Lifestyle Wallet - Gift Cards worth €150/month
- Personal and Professional Growth Wallet - €1,200/year
- Monthly Health Care Allowance - €150/month
- Special Benefits for birthdays and summer- and winter holidays - €600/year
- Sponsored Lunch in the office
- Free Snacks and Refreshments
- Free medical check-up
- Healthy Lifestyle Support: gym memberships, therapy sessions