iGaming Operations Manager

Hello there, thanks for paying attention to our vacancy and let us introduce ourselves. We are an IT company occupying a remarkable place in marketing, gaming, and financial segments of the iGaming industry. Our products are successfully implemented in European, African, and Latin American markets. Ever since we first started, we have been driven to find the best solutions in everything we do. At the same time, we have been creating strong connections all over the world which have helped us establish our presence in the industry. We strive for fun, elegance, and efficiency in everything we do. You can feel this in our relaxed, homelike working environment. We offer employment and seek to hire only the brightest, most driven, and most gifted minds around. Currently, we are looking for an ambitious iGaming Operations Manager to join our team for full-time employment in our beautiful office in Madrid. Here are a few reasons to join us: competitive salary and constant encouragement for your efforts and contribution (annual salary review) ; rapid growth (junior to CEO is a familiar journey for our company. We value business results and individuals eager to raise the bar. As an employer we provide supportive space to pursue your ideas) ; we are taking care of the overall well-being of our people by providing private health insurance and Fit Pass for all; work-life balance (every second-week Power-Up Friday with 4 hours of working time, 25 working days of paid vacation, flexible schedule); modern and comfy office (easy-to-get office in new business center with a spectacular view, free fruits, and snacks in the office, playroom with billiard, tennis table, and PlayStation); we like to celebrate special days and have fun at our corporate events, and team-building activities, and we have special vouchers for our people's birthdays so you can enjoy your special day. We are seeking an experienced Operations Manager to join our central Operations team. In this pivotal role, you will be responsible for ensuring the smooth execution of day-to-day operations, managing cross-team workflows, maintaining service quality and security standards, and driving continuous process improvement. You will act as the bridge between product, compliance, payments, customer support, and regional teams ensuring our operational backbone is robust, scalable, and aligned with business goals. As an iGaming Operations Manager at our company, you would be responsible for: Daily Operations Management Oversee all daily operations, ensuring seamless functionality across departments. Monitor platform performance, smooth gameplay, and technical stability. Collaborate with product teams to ensure the platform and games are optimized for the Argentinian market. Develop and implement operational procedures to improve efficiency and player satisfaction. Sync work and act as the main point of contact between local operations and headquarters, ensuring alignment on goals and strategies. Support daily operations with CRM/Platform-related queries, ensuring timely and effective resolutions. Process & Workflow Management Design, document, and continuously improve step-by-step standard operating procedures (SOPs) for daily operational tasks. Map and maintain cross-team workflows and operational level agreements (OLAs) to ensure clear responsibilities. Coordinate with functional teams (KYC, AML, CS, Payments, Game Ops, etc.) to streamline processes and resolve operational bottlenecks. Security & Access Control Oversee access rights and permission management in back-office tools, ensuring robust security and compliance with data protection standards. Define and enforce access protocols to safeguard customer and company information. Performance Tracking & Monitoring Implement and manage live dashboards, KPIs, and alerting systems to track SLA adherence, operational performance, and risk signals. Lead short performance review sessions to assign actions, resolve issues, and ensure accountability. Incident & Release Management Own the incident response process: open incident calls, coordinate cross-functional communication, provide regular updates, and lead post-incident reviews. Approve and monitor release plans, including go/no-go decisions and rollback strategies. Coordinate User Acceptance Testing (UAT) and ensure local release readiness - including legal, content, payments, and customer support validations. Cross-Team Coordination & Local Enablement Support regional operations teams by validating localization requirements, ensuring release readiness for specific markets, and aligning operational practices with country-level compliance and user expectations. Facilitate clear communication and collaboration between HQ shared services and local operations. Requirements: Essential: 2+ years of experience in operations management, business operations, or service delivery in iGaming. Understanding of SLA/OLA management, incident handling, and process design. Ability to manage cross-functional stakeholders and complex workflows. Excellent organizational skills with meticulous attention to detail. Strong analytical mindset with experience in KPI dashboards, reporting, or performance tracking. Fluency in English (additional languages such as Spanish or Russian is a plus). Preferred: Experience working with CRM operations,