Job Description

Ready to shape the future of work

At Genpact, we don't just adapt to change--we drive it. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's , our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to , our breakthrough solutions tackle companies' most complex challenges.
If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that's shaping the future, this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep 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 teams implement data, technology, and AI to create tomorrow, today. Get to know us at and on , , , and .
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 - Join 140,000+ bold thinkers and problem-solvers who push boundaries every day

• Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Let's build tomorrow together.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.