Director of Operations
Full timeJob Overview
ABOUT US
Xsolla is a global commerce company with robust tools and services to help developers solve the inherent challenges of the video game industry. From indie to AAA, companies partner with Xsolla to help them fund, distribute, market, and monetize their games. Grounded in the belief in the future of video games, Xsolla is resolute in the mission to bring opportunities together, and continually make new resources available to creators. Headquartered and incorporated in Los Angeles, California, Xsolla operates as the merchant of record and has helped over 1,500+ game developers to reach more players and grow their businesses around the world. With more paths to profits and ways to win, developers have all the things needed to enjoy the game.
ABOUT US
Xsolla is a global commerce company with robust tools and services to help developers solve the inherent challenges of the video game industry. From indie to AAA, companies partner with Xsolla to help them fund, distribute, market, and monetize their games. Grounded in the belief in the future of video games, Xsolla is resolute in the mission to bring opportunities together, and continually make new resources available to creators. Headquartered and incorporated in Los Angeles, California, Xsolla operates as the merchant of record and has helped over 1,500+ game developers to reach more players and grow their businesses around the world. With more paths to profits and ways to win, developers have all the things needed to enjoy the game.
- Lead and scale the Operations organization, ensuring reliable service delivery, platform stability, and 24/7 monitoring.
- Optimize processes and governance to drive efficiency and scalability.
- Collaborate with Engineering, Product, and Infrastructure on platform readiness and release support.
- Define and monitor core operational KPIs (uptime, latency, incident frequency, resolution times).
- Foster a customer-first approach across Operations.
- Partner with Customer Success and Support to resolve systemic issues and improve responsiveness.
- Convert operational insights into customer experience improvements.
- Manage proactive communication during incidents and service changes.
- Work closely with Security on event management, incident response, and investigations.
- Ensure readiness and documentation for security alerts and threats.
- Participate in post-incident reviews and implement resulting improvements.
- Align with global security and compliance standards (SOC 2, ISO 27001, GDPR, PCI-DSS) and support audits.
- Drive automation, monitoring, and observability enhancements.
- Implement and manage operational tools (e.g., Datadog, Grafana, PagerDuty, Jira).
- Maintain runbooks, playbooks, and technical documentation.
- Identify bottlenecks and deliver data-driven process improvements.
- Build and mentor a high-performing operations team with a culture of ownership and continuous improvement.
- Align operational priorities with company strategy.
- Manage vendors, operational budgets, and SLAs.
- Provide visibility into operational health, risks, and customer impact.
Operational Leadership
Customer & Partner Experience
Security & Compliance Collaboration
Process Optimization & Tooling
Leadership & Strategy
- 10+ years in Operations, Service Delivery, or Platform Management (SaaS, payments, or gaming).
- 5+ years in senior leadership roles with global or cross-functional teams.
- Proven record in improving efficiency, reliability, and customer satisfaction.
- Experience collaborating with Security and Compliance on incident response and audits.
- Strong knowledge of cloud infrastructure (AWS, GCP, Azure) and distributed systems.
- Expertise in operational frameworks, monitoring, and incident management.
- Strong communication and leadership skills; ability to align cross-functional teams.
- Customer-centric mindset with analytical, data-driven decision-making.
- Proficiency with modern observability and workflow tools (Datadog, Grafana, Splunk, Jira, ServiceNow).
- Comfortable in fast-paced, growth-driven environments.
- Bachelor’s or Master’s in Computer Science, Engineering, or related field.
- Certifications such as ITIL, PMP, or SRE are a plus.
Experience
Skills
Education
The duties and responsibilities of this position may evolve over time to support the organization’s goals and individual growth. This job description is intended to outline the general nature and level of work being performed and is not intended to be an exhaustive list of all duties, responsibilities, and qualifications required.
By submitting your application, you consent to Xsolla conducting background checks, where permitted by law, after the final interview stage. All checks will comply with local regulations, and your information will be handled confidentially.
Xsolla takes your privacy seriously and will not sell or externally distribute any personal data received during the hiring process. In accordance with applicable data protection laws, Xsolla is committed to protecting your personal information and respecting your privacy.
For any inquiries related to data privacy, please contact: [email protected]