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Role OverviewWe're seeking a Content Operations Manager to lead our global content production team across two critical functions: QA Testing and Interactive Maps. This role combines hands-on operational leadership, team coaching, and cross-functional coordination to ensure our content quality standards and team infrastructure support Wand's rapid growth.You'll be the primary operational owner for our predominantly Philippines-based content team, working closely with team leads and our People Ops specialist to keep things running efficiently, consistently, and at quality. Beyond day-to-day operations, you'll be a close collaborator across the broader Global Operations team—ensuring consistency in how we hire, onboard, and run people initiatives across all our team of contractors.As we expand our features and scale our platform, you'll also be responsible for building and scaling new content production teams to support these initiatives. This role requires someone who is genuinely hands-on—you will be in the weeds writing SOPs, redesigning workflows, and coaching junior leads.Key ResponsibilitiesTeam Leadership & ManagementCoach team leads through regular 1:1sIdentify high performers and create clear advancement pathwaysSet clear performance expectations, KPIs, and quality standards for each functionBuild and nurture a strong team culture that emphasizes ownership, quality, collaboration, and continuous improvementManage team capacity planning and workload distribution across functionsHandle escalations and resolve operational issues quicklyProvide weekly updates on team performance, calling out inefficiencies, missed deadlines, or quality gaps with clear remediation plansQA Testing OperationsOwn the testing queue end-to-endSolve coverage gaps without compromising the flexible working culture the team valuesTrack testing metrics and drive improvementsReview and continuously improve testing processes, documentation, and quality checkpointsInteractive Maps OperationsOwn the map creation pipeline from game selection through QA to publicationDrive prioritization decisions—ensure the team is working on games that matter to players, and that maps are complete enough to be genuinely useful at launchRebuild and enforce pin template SOPs so that creators produce consistent, on-brand output at scaleTrack map production metrics and drive improvementsPeople OperationsWork closely with our People Ops specialist on hiring pipelines, onboarding, and contractor adjustments across all Global Ops teamsAdvise on compensation, evaluate candidates at a more senior level, and unblock bottlenecks in the recruiting processElevate the quality of all-hands meetings and quarterly surveys by bringing cross-team visibility that no individual team lead currently hasEnsure a consistent onboarding experience across Global Ops regardless of sub-teamOversee PTO, OT, and holiday coverage coordination across all Global Ops team leadsAdvise on compensation structures for new and existing roles, benchmarked against role complexity and marketTeam Building & ScalingIdentify needs for new content production teams as Wand expands featuresBuild end-to-end: define roles, design the hiring funnel, write SOPs, establish quality standards, and onboard the first waveScale existing teams efficiently as workload and feature complexity increases, without quality degradationDesign team structures that balance specialization with cross-functional flexibilityPartner with product and leadership to anticipate operational needs for upcoming features before they launchCross-Functional CoordinationAct as the connective layer between the US-based product and engineering teams and the Global Ops team who uses the tools they buildRun regular touchpoints with Support, Video, and Content leads to maintain consistency across the full Global Ops teamCoordinate with Game Ops on testing priorities and upcoming release schedulesIdentify process improvements and efficiency opportunities that benefit multiple teamsShare operational insights and content performance trends that inform product and content strategyStrategic Initiatives & Process InnovationCreate and lead quarterly initiatives based on evolving business needs and growth prioritiesRevamp existing workflows as we scale, leveraging technology and AI to improve efficiencyIdentify opportunities to automate repetitive tasks—build systems that scale rather than solving problems individuallyOperational ExcellenceBuild and maintain operational documentation, SOPs, and training materials—you write these yourself, not just review themImplement tools and systems to improve team efficiency and communicationMonitor team health through regular check-ins and engagement surveysIdentify bottlenecks and drive process improvements using data and root cause analysisEnsure consistent quality standards across all functionsUse centralized systems as source of truth and ensure all decisions are documented in real-timeRequired Qualifications2+ years of operations management experience, with at least 2 years managing offshore or remote teams directly—not through a BPO or intermediary layerProven experience leading Southeast Asia-based teams, with genuine understanding of local culture, work practices, and contractor dynamicsTrack record of building operational teams from the ground up: you hired, wrote the SOPs, ran onboarding, and fixed what brokeExperience standing up new teams and functions from scratch in response to business needsDemonstrated success coaching junior team leads—not just directing them, but making them better managers over timeExperience managing multiple functions or workstreams simultaneously without quality slippingStrong recruiting and talent assessment skills, including the ability to screen for gaming fluency and cultural fit, not just technical competencyAbility to take initiative and solve blockers quickly without waiting for extensive approval processesData-driven approach to operations—you spot patterns, set baselines, and drive improvement against real metricsExperience building processes and documentation that enable teams to scale without breakingExperience leveraging AI tools for operational automation and efficiencyExcellent written and verbal communication skills in English—direct, concise, and clear enough that a junior team member can act on itAbility to work across time zones with regular overlap with the US teamPreferred QualificationsExperience in gaming industry operations, content operations, or QA managementBackground in content production workflows—you understand what it means to produce at high volume without sacrificing qualityPrevious startup or high-growth company experience where you built multiple teams in a short timeTrack record of building strong team cultures in fully remote environmentsCore CompetenciesProactive Ownership: Takes initiative to solve blockers, builds working examples to validate ideas, and identifies key dependencies early to build team resilienceOperational Velocity: Prioritizes speed of execution, leverages AI tools effectively, and makes decisive pivots when data shows something isn't workingImpact-Based Accountability: Distinguishes between activity and impact, prioritizes business outcomes, and provides direct, actionable feedbackSystemic Discipline: Uses centralized systems as source of truth, documents work in real-time, and investigates root causes using dataUser Obsession: Deeply understands user behavior, protects user experience, and reframes features thoughtfully to align with user needsWhat We OfferCompetitive compensationFully remote work arrangement with flexibility for time zone coverageOpportunity to build and shape operations for a fast-growing gaming platformDirect impact on millions of gamers' experiencesCollaborative environment with passionate gaming teamAutonomy to implement innovative solutions and drive meaningful changeHow to ApplyResume highlighting relevant operations and team leadership experienceWand is an equal opportunity employer committed to building a diverse and inclusive team. We welcome applications from all qualified candidates regardless of background.
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