Job Purpose:
The Operations Manager will be responsible for leading the day-to-day operational performance of the online betting platform. This role involves managing cross-functional departments, ensuring compliance with local regulations, optimizing platform performance, and maintaining exceptional customer experience. The successful candidate will play a central role in the company's continued growth by ensuring efficiency, scalability, and innovation across all operational functions.
Key Responsibilities:
Strategic Operations Management:
- Develop and implement operational strategies that align with business goals and growth objectives.
- Oversee all operational departments including customer support, payments, compliance, IT operations, and marketing.
- Define and monitor operational KPIs, prepare reports, and provide insights to senior management.
- Support scalability plans for product launches and market expansion.
Platform Oversight & Optimization:
- Supervise platform performance, system uptime, and user experience across betting, casino, and payment platforms.
- Liaise with product, tech, and provider teams to ensure timely delivery of platform enhancements and issue resolution.
- Proactively identify operational inefficiencies and propose solutions for continuous improvement.
Compliance and Risk Management:
- Ensure full adherence to BCLB and other regulatory bodies requirements.
- Prepare audit documentation and address findings through corrective action.
- Maintain robust processes around responsible gaming and legal compliance.
Customer Experience & Service Excellence:
- Oversee all customer touchpoints, including support, VIP, and payments teams.
- Drive initiatives to enhance customer satisfaction, loyalty, and reduce churn.
- Recruit, train, and evaluate team performance based on KPIs.
Crisis Management:
- Respond swiftly to incidents such as downtime, system failures, or payment issues.
- Coordinate with technical and support teams to resolve problems and implement preventive measures.
- Maintain incident logs and lead post-incident reviews.
Vendor and Stakeholder Management:
- Manage relationships with key vendors including platform providers, payment processors, and third-party tech partners.
- Negotiate contracts and ensure service level agreements are met.
- Collaborate across departments to implement new systems and processes.
Leadership & Team Development:
- Provide leadership to operations teams and nurture a high-performance culture.
- Mentor department heads and facilitate team growth through regular feedback and training.
- Conduct performance evaluations and align teams with company goals.
Financial Oversight:
- Manage and track operational budgets and expenditures.
- Collaborate with finance teams to ensure cost efficiency while maintaining service standards.
- Assist in long-term forecasting and financial planning for operational functions.
Qualifications & Experience:
- Bachelors degree in Business, Operations Management, IT, or related field.
- At least 5 years of experience in an operations leadership role, preferably within the iGaming, betting, or fintech sector.
- Strong understanding of online betting platforms, customer lifecycle management, and compliance frameworks.
- Proven experience in managing cross-functional teams and scaling operations.
- Excellent project management, communication, and leadership skills.
Key Competencies:
- Strategic thinker with excellent problem-solving capabilities.
- Highly organized, analytical, and detail-oriented.
- Strong leadership presence and people management skills.
- Familiarity with regulatory environments and technical systems in the iGaming industry.
- Ability to work under pressure and adapt to a dynamic environment.
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