Wand

Operations Manager – Global Operations

Wand

full-time

Posted on:

Location Type: Remote

Location: Philippines

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • Lead and develop team leads across QA Testing and Interactive Maps functions
  • Coach team members through regular 1:1s, providing clear feedback and development guidance
  • Identify high performers and potential future leaders, creating clear advancement pathways
  • Set clear performance expectations, KPIs, and quality standards for each function
  • Conduct regular performance reviews and provide direct, actionable feedback
  • Build and nurture a strong team culture that emphasizes ownership, quality, collaboration, and continuous improvement
  • Manage team capacity planning and workload distribution across functions
  • Handle escalations and resolve operational issues quickly
  • Foster close collaboration between QA Testing, Maps, Support, Content, and Social functions
  • Provide weekly updates on team performance, calling out inefficiencies, missed deadlines, or quality gaps with clear remediation plans
  • Oversee testing operations ensuring trainers and mods meet quality standards before release
  • Monitor testing queue, turnaround times, and coverage across game library
  • Review and improve testing processes, documentation, and quality checkpoints
  • Track testing metrics (turnaround time, defect rates, coverage) and drive improvements
  • Ensure testing team has necessary tools, accounts, and resources
  • Oversee map creation pipeline from assignment through QA to publication
  • Review map quality to ensure accuracy, completeness, and visual standards
  • Manage user submission review process and community contributions
  • Coordinate with game content strategy on map prioritization and coverage
  • Track map production metrics (completion time, pin accuracy, user submissions processed)
  • Improve map creation workflows and documentation
  • Own end-to-end recruitment for all contractor roles across the global team (QA, Maps, Support, Content, Social)
  • Serve as single point of contact for all teams on recruitment needs and strategy
  • Advise on compensation packages based on candidate experience, role requirements, and country of residence
  • Lead sourcing and screening strategy, providing coaching to team leads on candidate evaluation
  • Source, screen, and conduct initial interviews for all offshore positions
  • Manage offer process including negotiations, documentation, and onboarding
  • Oversee PTO requests, incentive payments, and HR documentation
  • Maintain accurate employee records and ensure compliance with local requirements
  • Build and maintain talent pipelines for future hiring needs
  • Track recruitment metrics and report on hiring progress
  • Identify needs for new operational and content production teams as Wand expands features
  • Build business cases and hiring plans for new teams, including role definitions, team structure, and resource requirements
  • Stand up new teams from scratch, establishing processes, workflows, and quality standards
  • Scale existing teams efficiently as workload and feature complexity increases
  • Design team structures that balance specialization with cross-functional flexibility
  • Partner with product and leadership to anticipate operational needs for upcoming features
  • Run regular operational meetings with Support, Organic Social, and Creator Management leads to align on priorities, share insights, and coordinate workflows
  • Partner with Support team on trainer issue resolution and community feedback loops
  • Collaborate with Organic Social on content asset availability and timing
  • Work with Creator Management on gameplay footage needs and coordination
  • Identify process improvements and efficiency opportunities across teams
  • Share user insights and feedback trends that impact product and content strategy
  • Create and lead quarterly initiatives based on evolving business needs and growth priorities
  • Set up and create brand new workflows as new features require population by the global ops team
  • Revamp existing workflows as we scale, leveraging technology and AI to improve efficiency
  • Identify opportunities to automate repetitive tasks and reduce manual work
  • Build systems that scale rather than solving problems individually
  • Pilot new tools and approaches to improve team productivity
  • Build and maintain operational documentation, SOPs, and training materials
  • Implement tools and systems to improve team efficiency and communication
  • Monitor team health through regular check-ins and engagement surveys
  • Identify bottlenecks and drive process improvements using data and root cause analysis
  • Ensure consistent quality standards across all functions
  • Create clear escalation paths and decision-making frameworks
  • Use centralized systems as source of truth and ensure all decisions are documented in real-time

Requirements

  • 5+ years of operations management experience, with at least 2 years managing offshore teams
  • Proven experience leading teams in Philippines (understanding of local culture, work practices, and labor regulations)
  • Track record of building or scaling operational teams from the ground up
  • Experience standing up new teams and functions in response to business needs
  • Demonstrated success identifying and developing high performers into leadership roles
  • Experience managing multiple functions or workstreams simultaneously
  • Strong recruiting and talent assessment skills with experience screening technical roles across multiple disciplines
  • Experience advising on compensation structures for international contractors
  • Ability to take initiative and solve blockers quickly without waiting for extensive approval processes
  • Comfortable making decisive strategic pivots when data shows an approach isn't working
  • Excellent project management and organizational skills with ability to present complex information clearly
  • Comfortable and skilled at presenting to leadership with organized, structured communication
  • Focus on work that drives business outcomes rather than activity for its own sake
  • Experience building processes and documentation that enable teams to scale
  • Data-driven approach to operations with experience tracking and improving KPIs
  • Experience implementing new workflows and systems for emerging business needs
  • Willingness to leverage AI tools and automation to solve problems independently
  • Excellent written and verbal communication skills in English
  • Ability to work across time zones with some overlap with Asia-based teams
Benefits
  • Competitive compensation
  • Fully remote work arrangement with flexibility for time zone coverage
  • Opportunity to build and shape operations for a fast-growing gaming platform
  • Direct impact on millions of gamers' experiences
  • Collaborative environment with passionate gaming team
  • Autonomy to implement innovative solutions and drive meaningful change
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
operations managementteam buildingrecruitingtalent assessmentproject managementdata analysisKPI trackingworkflow implementationprocess documentationautomation
Soft Skills
leadershipcommunicationorganizational skillsproblem-solvinginitiativestrategic thinkingcollaborationcoachingfeedback deliverycultural understanding