Game Operations Manager, Cambodia

Core responsibilities

• Review the JX2 Royal player journey from joining and learning the game through progression, events, guild activity, support, and long-term play.
• Identify friction, confusion, repeated complaints, unmet player needs, and practical opportunities to make the experience better.
• Gather useful feedback from players, ambassadors, support channels, community discussions, and event participation.
• Propose improvements to onboarding, events, guides, announcements, support flows, reward presentation, and other player-facing parts of the service.
• Review event plans, instructions, reward communication, and support materials from the player's point of view before publication.
• Turn player problems into clear evidence, reproduce or document the experience where possible, and coordinate the correct internal follow-up without needing to solve specialist work personally.
• Maintain a prioritised player-experience improvement list with clear recommendations, expected benefits, and follow-up status.
• Measure whether improvements reduce repeated confusion, strengthen event participation, improve support outcomes, and increase positive player feedback.
• Protect player trust through consistent rules, careful records, confidential handling of information, and fair operational decisions.

JX2 knowledge and player experience

• At least 3 years of active JX2 player experience with a strong understanding of how players progress, compete, trade, join events, and interact with the community.
• Strong working knowledge of JX2 classes, combat, maps, quests, progression, items, equipment, skills, events, guild activity, player trading, and common player goals.
• Ability to understand what a player is trying to do, reproduce or clearly describe the player's issue where possible, collect useful screenshots or account details, and coordinate the right follow-up.
• Ability to evaluate events and rewards from the player's perspective, including clarity, enjoyment, fairness, accessibility, and community response.
• Credible knowledge of Cambodia's JX2 player community, including common expectations, communication patterns, and long-standing service concerns.
• Experience as a guild leader, community helper, game master, event organiser, content creator, or similar player-facing role is useful but not required.
• Patience and empathy when helping players with different levels of game knowledge, digital confidence, and communication ability.

Corporate and transferable experience

• At least 3 years of professional experience in customer service, service delivery, hospitality, retail, telecommunications, banking, technology, digital services, community management, team operations, or another relevant people-focused environment.
• Experience working at manager, assistant manager, supervisor, senior coordinator, account manager, project lead, or a comparable responsibility-bearing level in a structured corporate environment.
• Direct reports are not required. Candidates should demonstrate ownership of work, sound judgment, clear reporting, and reliable follow-through.
• Experience identifying customer or user pain points and helping improve a service, process, journey, event, campaign, or product experience.
• Experience coordinating across departments, presenting practical recommendations, and communicating progress or results to management.
• Transferable experience in customer support, complaint resolution, community engagement, event coordination, service recovery, quality assurance, research, or process improvement.

Communication and core requirements

• Professional proficiency in spoken and written English and Khmer, with the confidence to lead meetings, write reports, prepare player communications, and brief senior management clearly.
• Strong analytical judgment, attention to detail, prioritisation, documentation, and follow-through under time pressure.
• Strong listening, conflict de-escalation, and complaint-handling skills, with the ability to explain decisions respectfully even when a player is frustrated.
• Confidence using issue trackers, spreadsheets, dashboards, shared documents, support tools, and structured operational reports.
• Availability for scheduled events, important community activities, and occasional urgent player-facing matters when required.
• The legal right to work in Cambodia and the ability to travel within Cambodia when business needs require it.
• Good judgment, integrity, discretion, and the ability to protect confidential company, player, and partner information.

What success looks like

• Player pain points are documented, prioritised, and turned into practical enhancements.
• Events, guides, announcements, and support journeys become clearer and easier to use.
• Repeated confusion and avoidable support problems decrease over time.
• Player feedback is gathered consistently and represented accurately to leadership.
• Enhancement recommendations are realistic, evidence-based, and followed through.
• Players experience a more enjoyable, understandable, and trustworthy JX2 Royal service.

Application requirements

• A current CV showing corporate responsibilities, customer or user experience work, improvement initiatives, and measurable outcomes.
• A short cover letter explaining the candidate's fit for Crownmark Games and the Game Operations Manager role.
• A concise summary of the candidate's JX2 history, practical expertise, guild or community roles, and areas of strongest knowledge.
• One example of a difficult player issue, community situation, event, or service problem the candidate has managed and the result achieved.
• Contact details for at least two professional references, including one person who can verify the candidate's corporate responsibilities and quality of work.

Recruitment process

Crownmark Games assesses candidates through an application review, an introductory interview, a practical JX2 knowledge assessment, a player-experience improvement case discussion, and professional reference checks. Final responsibilities and compensation are confirmed in writing before appointment.

Applicant protection

• Crownmark Games does not charge application, interview, processing, training, or placement fees.
• Candidates are not asked to transfer money or provide banking, wallet, or payment credentials during the application process.
• Any appointment, compensation, and employment conditions are confirmed through a formal written offer.
• Candidate information is used only for legitimate recruitment, verification, and appointment purposes.

Compensation

Salary is USD 800 per month. The final employment terms and scope of responsibility are confirmed in writing before appointment.