Online Gaming Operations Manager

hace 2 semanas

Distrito de Ciutat Vella, Barcelona, España Triskel Consulting A tiempo completo

Our client, a leading company in the iGaming sector, is seeking a Digital Operations Manager to join their team in Cataluña.

Overview

The role is essential for ensuring optimal quality and consistency in operations and service provision to the company's online sports betting users across all territories of operation. The objective is to secure the most robust and comprehensive casino offerings across diverse jurisdictions, upholding an appealing and competitive user experience while maintaining operational integrity.

Responsibilities


• Oversee common operational services across all online operations, ensuring service efficiency and quality.


• Identify areas for improvement in operational processes and develop and implement strategies to increase efficiency and profitability.


• Analyze competition and market trends to seek enhancements in offerings and customer journeys.


• Ensure implementation of policies and procedures for fraud prevention.


• Maximize the range of payment methods available.


• Ensure all operations comply with regulations and standards related to online gaming.


• Work closely with the development and product teams to identify and prioritize features that enhance customer experience and increase retention.


• Collaborate on business action plans aimed at acquiring and retaining the customer portfolio, in coordination with marketing and CRM areas.


• Define and construct metrics and KPIs to measure service evolution and user satisfaction. Identify deviations and establish corrective action plans.


• Monitor the operational plan of the casino vertical (iGaming), and associated KPIs for operational services.


• Manage external and internal suppliers to ensure the widest and most competitive iGaming offering, and the best quality in services.

Requirements:


• Minimum of 8 years of previous experience in management roles in the online gaming industry.


• Deep knowledge of regulations and standards applicable to sports betting and online casino in the Spanish market.


• Understanding of digital business operations, including user support services, verification processes, payments, fraud prevention, promotional activities, etc.


• Proficiency in English and Spanish.


• Strong leadership and team management skills.


• Excellent interpersonal and communication skills.


• Flexibility and adaptability to work in a dynamic and fast-paced environment.


• Excellent analytical skills and ability to make data-driven decisions.


• Results-oriented with a strong customer focus.

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