Job Overview

• We are seeking an experienced and results-driven Head of Operations to lead and optimize our day-to-day operational functions in a fast-paced and highly regulated gambling environment.

• The ideal candidate will bring deep industry knowledge, strong leadership, and a data-driven mindset to ensure operational excellence across multiple verticals including casino, sportsbook, payments, customer support, compliance, and risk.

Key Responsibilities

Operational Strategy & Execution

• Develop, manage and improve business operations from product delivery, third party vendor management, and supporting site operations
• Translate strategic plans into actionable roadmaps for departments such as payments, support, and platform operations.

Team Leadership & Management

• Build, lead, and mentor cross-functional operational teams across geographies and product lines.
• Set clear KPIs, monitor performance, and drive a culture of continuous improvement and accountability.

Customer Experience & Support Operations

• Oversee customer support strategy to ensure top-tier service levels, response times, and resolution quality.
• Design and refine support tools, escalation paths, and feedback loops to enhance customer retention.

Platform & Product Operations

• Work with product, tech, and QA to manage incident response, platform stability, and uptime reporting.
• Coordinate releases and new product updates to avoid disruption of critical services.

Compliance & Licensing Support

• Ensure operational processes meet all licensing obligations and responsible gambling requirements across jurisdictions.
• Work closely with Legal and Compliance teams to adapt operations to changing regulatory requirements.

Data, Reporting & Optimization

• Utilize dashboards and analytics to measure performance across customer journeys, support, and back-office functions.
• Identify bottlenecks and inefficiencies, and implement solutions to enhance scalability and margin.

Qualifications

• Proven experience in an operations leadership role.
• Strong understanding of sportsbook, casino, or lottery operations and associated technology platforms.
• Demonstrated experience managing large teams and overseeing multi-market operations.
• Deep knowledge of AML, KYC, and licensing obligations within regulated gambling environments.
• Exceptional analytical, organizational, and decision-making skills.
• Excellent communication and stakeholder management abilities.
• Experience with CRM, BI tools, and incident management systems.

Desirable

• Familiarity with regulatory bodies such as IGO, UKGC, AGCO, MGA, or other Tier 1 jurisdictions.
• Technical background
• Experience scaling operations in a high-growth digital business.
• Passion for player protection, innovation, and operational efficiency.

What We Offer

• Competitive salary and performance bonus
• Opportunity to shape the future of a growing gambling brand
• Dynamic and inclusive work culture
• Professional development and advancement opportunities
• Flexible working arrangements

If you’re a proactive and driven professional passionate about leading technical teams and delivering operational excellence, we’d love to hear from you!