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If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team thats shaping the future, this is your moment.

Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep business knowledge, operational excellence, and cutting-edge solutions we help companies across industries get ahead and stay ahead.Powered by curiosity, courage, and innovation,our teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us atgenpact.comand onLinkedIn,X,YouTube, andFacebook.

Inviting applications for the role of Manager/ Senior Manager - Gaming Operations

We are hiring a Gaming Expert (Manager/Senior Manager) to lead, scale, and drive best-in-class content moderation and trust & safety operations for a global gaming client. This role demands an immersive understanding of gaming platforms, user behavior, and in-game content trends. You will be the Subject Matter Expert (SME) driving operational excellence, policy influence, and innovation in a dynamic gaming ecosystem.

Responsibilities

Subject Matter Expertise & Policy

• Serve as the domain authority on online gaming environments including player behavior, in-game communication, community norms, and UGC (User Generated Content).
• Interpret and enforce content moderation policies, trust & safety standards, and platform-specific rules across diverse gaming titles.
• Provide insights and feedback to client teams on policy evolution, edge cases, and gray areas.

Gaming Process Management

• Map moderation workflow types (chat, images, videos, audio, in-game behavior) and build expertise across support models (voice/non-voice, multilingual, technical support).
• Drive a proactive moderation strategy minimizing toxicity, hate speech, harassment, and other player behavior violations.

• Establish a robust performance management framework with measurable improvement metrics like variation reduction, quartile movement, and compliance scores.
• Conduct coaching, refresher sessions, and calibrations to ensure alignment to evolving client expectations.

Client & Stakeholder Management

• Act as the primary SME liaison for client discussions, weekly governance, and issue resolution.
• Partners with internal teams (training, quality, WFM, automation) to design scalable solutions and productivity enhancements.
• Lead strategic discussions on volume trends, emerging player risks, and long-term safety initiatives.

Innovation & Analytics

• Leverage data to identify trends in abuse patterns, escalation hotspots, and policy enforcement gaps.
• Recommend and pilot AI moderation tools, auto-flagging mechanisms, and process automation initiatives.
• Stay ahead of industry trends eSports, new platforms (VR/AR), and evolving gaming cultures.

Qualifications we seek in you!

Minimum Qualifications

Any graduate

Excellent experience in gaming moderation, trust & safety, community operations, or online content review, preferably within a BPO or digital services environment.

Strong understanding of gaming platforms, player behavior, UGC patterns, and evolving trends in online gaming and eSports.

Hands-on exposure to moderation tools, ticketing systems (e.g., Zendesk, Salesforce), and analytics-driven decision-making.

Excellent client-facing skills, with the ability to handle escalations, provide policy feedback, and influence improvements in player experience and safety standards.

Familiarity with global T&S frameworks, moderation compliance standards, and Gen AI-led moderation.

Experience in international BPO environments handling gaming processes

Preferred Qualifications/ Skills

Six Sigma Green Belt Certified

Ability to drive change and transformation, project management and implementation of business operations

Avid gamer or content creator familiar with platforms like Twitch, Discord, Steam, Roblox, etc.

Strong communicator with analytical acumen, empathy, and bias for action.

Why join Genpact?

• Be a transformation leader Work at the cutting edge of AI, automation, and digital innovation

• Make an impact Drive change for global enterprises and solve business challenges that matter

• Accelerate your career Get hands-on experience, mentorship, and continuous learning opportunities

• Work with the best

  About Company

  Genpact is a global professional services firm that offers a wide range of digital transformation services and solutions. With a presence in over 30 countries, Genpact leverages its deep domain expertise in operations and analytics to help businesses transform their operations, improve efficiency, and enhance customer experience. The company combines digital technology, data science, and operational excellence to deliver business outcomes across various industries, including banking, insurance, manufacturing, and healthcare. Founded in 1997 as a subsidiary of GE, Genpact has grown into an independent, NYSE-listed company with a diverse workforce of over 90,000 employees globally.