Customer Operations Manager

About the Job

A leading entertainment company is currently seeking an experienced Customer Operations Manager to oversee and manage the day-to-day activities of their dynamic customer services, responsible gambling, payments processing, and reconciliations teams located in multiple locations.

As a key member of the Operations Leadership Team, you will report directly to the Director of Operations, with a primary focus on enhancing customer satisfaction, promoting responsible gambling practices, and ensuring smooth financial operations. Your expertise in the industry, compliance, and fraud prevention will be crucial in driving your success in this role.

We are looking for a self-motivated individual who is passionate about mentoring and developing team members across various office locations. You will play a crucial role in maintaining and fostering a positive and highly productive work environment for our operations teams.

What Your Role Will Look Like as Customer Operations Manager:

Team Management

• Manage and lead teams responsible for customer service, responsible gambling, payments processing, and reconciliations.
• Mentor and develop team members, fostering a supportive and collaborative work environment.
• Establish support structures and workflows to ensure the successful operation of the department.

Operational Efficiency

• Develop and implement strategies to improve the efficiency and effectiveness of operations within the department.
• Monitor the performance of operations staff, providing guidance and support to ensure targets and key performance indicators are met.
• Continuously evaluate and optimize processes to enhance overall operational efficiency.

Stakeholder Management

• Build and maintain strong relationships with internal stakeholders, such as other departments and senior management, to ensure effective collaboration and communication.
• Establish and maintain relationships with external stakeholders, such as vendors and service providers, to support the smooth operation of customer services, responsible gambling, payments processing, and reconciliations.

Compliance and Regulations

• Ensure compliance with all applicable laws, regulations, and industry standards related to customer service, responsible gambling, anti-money laundering, and fraud prevention.
• Collaborate with the Compliance Team to develop and implement policies and procedures that align with best practices and regulatory requirements.

Reporting and Resolution

• Provide regular reports to senior management on the performance of operations, highlighting key metrics, trends, and areas for improvement.
• Investigate and address customer complaints, ensuring timely resolution and customer satisfaction.

Requirements

If you possess prior experience in an operations leadership position, are willing to travel between office locations, and have a keen emphasis on ensuring customer satisfaction, responsible gambling practices, as well as expertise in compliance and fraud prevention, then this opportunity could be the ideal fit for you.

Note: The role may require periodic travel to different office locations based on business needs.

Some other qualities and competencies we're looking for in the right candidate:

• Minimum 3 years of experience in a similar operations management role, preferably within the gambling or iGaming industry.
• Strong leadership abilities and a proven track record of successfully managing teams.
• Excellent organizational and technical skills, with a focus on process optimization and operational efficiency.
• Knowledge and experience in customer service, responsible gambling, payments processing, and reconciliations.
• Familiarity with compliance and fraud prevention measures is highly desirable.
• Strong communication and interpersonal skills to collaborate effectively with internal and external stakeholders.
• Ability to adapt quickly to changing environments and work effectively under pressure.
• Experience in developing and implementing policies and procedures.
• Demonstrated commitment to continuous improvement and professional development.

What we offer:

• Competitive salary with health benefits and insurance coverage.
• Attractive bonus packages.
• Career development and growth opportunities.
• Flexible work arrangements.
• Social events to foster team bonding.
• Health allowance to support your well-being.
• A diverse range of roles, projects, and challenges.
• Excellent team-oriented and international work environment.

About the Company

Established in 2020, our client is a fast-growing entertainment organization that consistently delivers exceptional experiences to our customers. With a multi-brand strategy and a presence in multiple regulated jurisdictions, they continue to expand our reach and provide exciting online entertainment through industry-leading technologies. Their multinational teams are forward-thinking, passionate, and resilient, and we take pride in delivering value-driven products and unmatched customer experiences.