Product Operations Manager – User Support and T&S

Who Are We?

HoYoverse is committed to providing immersive virtual world experiences to players around the world. We have brought fans popular games including Genshin Impact, Honkai: Star Rail, Honkai Impact 3rd, Tears of Themis, and Zenless Zone Zero, as well as a wide range of entertainment content.
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Community is at the heart of everything we do. We are devoted to engaging fans and fostering an enthusiastic and inclusive global community that provides access and encouragement for people to share their passion for ACG (Animation, Comics, and Games) through their own creativity and skills.
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Pushing the boundaries of imagination, we consistently explore cutting-edge game development technologies, and have accumulated leading technical capabilities in cel shading, cloud gaming, and other fields.
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In the future, we will continue to expand our content production, technology research, and publishing duties through operations in offices in Singapore, Montreal, Los Angeles, Tokyo, Seoul, and other areas.

When you apply to a position with HoYoverse, we will process your personal data. To learn more about how we process your data, we encourage you to review our comprehensive Global Applicant and Candidate Privacy Policy. This policy provides detailed insights into how your information is collected, used, and protected throughout the application process.

What You Will Do:

• AI-Driven Process Improvement: 
  
  • Design and implement AI/ML solutions to streamline internal workflows for user support teams. 
  • Collaborate with business analysts and engineers to build automated systems, reducing manual efforts in tasks like ticket resolution and reporting.
• Cross-Functional Project Management: 
  
  • Lead Agile/Scrum projects to deliver internal tools/platforms, ensuring alignment with technical feasibility and business goals. 
  • Prioritize backlogs, manage stakeholder expectations, and deliver projects on time/under budget, driving measurable efficiency gains.
• Tool & Platform Optimization: 
  
  • Analyze pain points in user support workflows and redesign tool interfaces, automate repetitive tasks, and integrate analytics for real-time decision-making.
• Technical-to-Product Translation: 
  
  • Act as a bridge between engineering and non-technical teams, translating technical capabilities into actionable product requirements for internal stakeholders. 
  • Develop documentation and training programs to drive tool adoption.

What We Are Looking For:

• Experience: 
  
  • 3-5 years in product operations, technical project management, or AI/process optimization, preferably in tech, SaaS, or fintech.
• AI/Technical Skills: 
  
  • Hands-on experience with AI/ML tools (chatbots, NLP) and scripting (Python/SQL).
• Project Management: 
  
  • Demonstrated ability to manage multiple projects simultaneously, balancing competing priorities and ensuring timely delivery of initiatives.
• Communication & Collaboration:
  
  • Strong communication to influence stakeholders, analytical problem-solving, and user-centric mindset.

Nice to Have:

• Background in software engineering, IT, or data analysis, transitioning to product/operations roles.

We are an equal opportunity employer that believes diverse backgrounds are key to bringing our concepts to life. If you're looking to play a key role in creating the best immersive virtual world experience for our users, we invite you to join our team.