Player Operations Lead

Summary

Join Patrianna, a fast-growing iGaming company in Gibraltar, as a Player Operations Lead overseeing Chargebacks and Player Operations. You will directly manage Team Leads, ensuring excellence in fraud prevention, KYC compliance, payment management, and chargeback resolution. This role requires strategic oversight and hands-on team management, aligning with company goals and driving operational improvements. The ideal candidate possesses expertise in managing high-performing teams, a data-driven approach, and a passion for operational excellence. You will be responsible for optimizing workflows, resolving escalated issues, and collaborating with internal teams. Success in this role demands strong leadership, analytical, and communication skills.

Requirements

• Minimum 5 years in chargebacks, fraud prevention, or operational management roles, with at least 2 years managing team leads or senior agents
• Strong understanding of industry compliance standards (AML, KYC, PCI DSS) and payment workflows
• Experience in the gaming or financial services industry, particularly with USA/European accounts
• Proven people management skills with the ability to coach, mentor, and lead high-performing teams
• Analytical mindset with expertise in driving operational improvements through data-driven insights
• Strong communication skills to effectively align teams and liaise with senior leadership
• Familiarity with chargeback management tools, fraud detection systems, and workforce planning tools

Responsibilities

• Provide direct oversight of Chargeback and Player Operations Team Leads, offering mentorship and guidance to enable their success
• Foster leadership development among Team Leads, ensuring they effectively manage and develop their agent teams
• Act as the primary point of contact between team leads and senior leadership, ensuring alignment on goals and performance expectations
• Work with leads to optimize workforce planning, ensuring adequate staffing and balanced workloads across both functions
• Oversee fraud prevention, KYC compliance, and payment workflows to ensure adherence to industry regulations (AML, KYC, PCI DSS)
• Support Player Operations Leads in reviewing transaction reports, identifying risks, and resolving escalated issues
• Collaborate with internal teams to translate findings into actionable improvements, training, and process refinements
• Ensure seamless collaboration between fraud, payments, and player support functions to enhance player experience
• Provide strategic oversight of chargeback dispute management, ensuring timely and effective resolution of disputes
• Lead initiatives to optimize chargeback processes, leveraging industry tools and best practices to mitigate risks
• Review and analyze chargeback trends and prepare detailed reports for senior leadership
• Collaborate with the Chargeback Lead to ensure team readiness, training, and compliance with Visa/MasterCard and industry regulations
• Drive continuous improvement initiatives across fraud detection, payment success rates, and chargeback workflows, including automation and process optimization
• Utilize operational data to identify trends, refine strategies, and enhance team performance
• Partner with training teams to implement programs based on QA and operational findings
• Act as a senior point of contact for resolving operational challenges during shifts, ensuring swift and effective resolutions

Preferred Qualifications

A degree in Business, Risk Management, or a related field is preferred