User Operations Manager

An online gaming and digital entertainment platform group is hiring a User Operations Manager in Hong Kong. You will manage users by value, behaviour and lifecycle stage to improve retention, activity, tier progression and reactivation, balancing scalable segmented programmes with close attention to priority users.

Your role

• Establish and continuously improve user segmentation to identify high-potential, declining-activity, churn-risk, dormant and high-value users
• Develop differentiated service, benefits, tasks, campaigns, product guidance and, where necessary, promotional offers for each segment
• Continuously assess the status of high-value users and set the right level of service and investment based on actual changes, rather than issuing fixed weekly incentives
• Build scalable, segmented operating approaches for mid-value users
• Design growth journeys for high-potential users and validate their value through behaviour changes over an appropriate period
• Establish reactivation approaches for each stage of churn, tailoring actions to the user's inactivity period and reasons for leaving
• Track reach, participation, activity, retention, tier progression, reactivation, cost and subsequent user value
• Collect user feedback and reasons for rejection and churn, and turn them into inputs for the Product, Campaign and Strategy teams
• Use AI to support user summaries, feedback classification, communication drafts and next-action recommendations

What you will bring

• Fluency in Mandarin

• At least three years of experience in user operations, membership operations, VIP operations or segmented user operations
• Experience with user segmentation, high-value user retention, high-potential user development or churn reactivation
• The ability to run scalable segmented operations alongside ongoing engagement with priority users
• Basic data analysis skills, including using CRM data, user tags and BI reports to identify behaviour changes
• Strong cost and profitability awareness, without treating promotional offers as the default solution
• The ability to use AI to organise user information and feedback, without mechanically generating and broadcasting communications
• Patience when working with users, combined with the discipline to uphold business rules and investment boundaries

What is on offer

• A monthly salary of around USD 5,000 to 10,000, paid over 12 months. The final offer depends on your current salary, how closely your experience matches the role, and the interview assessment
• A performance-related bonus
• Relocation support: a flight to Hong Kong and one month's hotel accommodation when you join
• The role is office-based in Hong Kong. Longer-term accommodation is not provided, and the monthly salary takes this into account