Operations Manager - Global Operations Team

Overview

Application

Wand makes gaming magical. Through game customization and guidance, we build tools that helps players have more fun in their favorite games.

Our platform works across thousands of PC games, ensuring that great games are accessible to everyone, regardless of time constraints, skill level, or accessibility needs. We want to build the future of game assistance, and we're hoping you'll join us.

About Us

At Wand, we are building a magical layer that transforms how players interact with their favorite PC games, unifying assistance and guidance into a single adaptive experience. Our platform delivers real-time intelligence through contextual maps and personalized adjustments that remove friction. Over 40 million players have used Wand to experience their games in a smoother, clearer, and more empowered way.

Everyone on our team is an owner. We operate with autonomy and expect everyone to drive outcomes, not tasks. We hold a high bar for craft, clarity, and accountability.

Role Overview

We're seeking an Operations Manager to lead our global operations team across three critical functions: QA Testing, Interactive Maps, and People Operations. This role combines operational leadership, team management, and cross-functional coordination to ensure our content quality standards and team infrastructure support Wand's rapid growth.

You'll be responsible for the day-to-day operations of our predominantly Asia-based team while partnering closely with Support, Organic Social, and Creator Management leads to maintain cohesive execution across all player-facing content and community touchpoints. As we expand our features and scale our platform, you'll also be responsible for building and scaling new operational and content production teams to support these initiatives. This role requires someone who can balance hands-on team leadership with strategic process improvement, working across time zones to keep operations running smoothly.

Key Responsibilities

Team Leadership & Management
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

QA Testing Operations

• 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

Interactive Maps Operations

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
Talent Acquisition & People Operations
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
Team Building & Scaling
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

Cross-Functional Coordination

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
Strategic Initiatives & Process Innovation
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

Operational Excellence

• 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

Required Qualifications

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

Preferred Qualifications

• Experience in gaming industry operations
• Background in QA, content operations, or technical support management
• Familiarity with remote team management tools and systems
• Experience with HR operations including recruitment, onboarding, and performance management
• Understanding of content production workflows
• Previous startup or high-growth company experience where you built multiple teams
• Experience leveraging AI tools for operational efficiency
• Track record of building strong team cultures in remote environments
• Experience investigating user behavior through direct outreach and qualitative research
• Experience scaling operations teams from 10 to 50+ people

Core Competencies

Proactive Ownership: Takes initiative to solve blockers, builds working examples to validate ideas, and identifies key dependencies early to build team resilience
Operational Velocity: Prioritizes speed of execution, leverages AI tools effectively, and makes decisive pivots when data shows something isn't working
Impact-Based Accountability: Distinguishes between activity and impact, prioritizes business outcomes, and provides direct, actionable feedback
Systemic Discipline: Uses centralized systems as source of truth, documents work in real-time, and investigates root causes using data
User Obsession: Deeply understands user behavior, protects user experience, and reframes features thoughtfully to align with user needs

What We Offer

• 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

How to Apply

Please submit

Resume highlighting relevant operations and team leadership experience

Brief description of a time you built a new team or scaled an existing one from scratch

Join us in creating the ultimate PC gaming companion!

Wand is an equal opportunity employer committed to building a diverse and inclusive team. We welcome applications from all qualified candidates regardless of background.