Player Operations Manager

Summary

Join B2Spin as their Player Operations Manager and build their LATAM team from the ground up. This role requires expertise in process optimization, player operations management (account verification, risk, fraud, and payments), and leading a team. You will collaborate with the Asian team, implement new technologies, and ensure high-quality customer experiences. The ideal candidate has 5+ years of experience in a similar role, strong leadership and analytical skills, and excellent communication skills. B2Spin offers a competitive salary, remote work flexibility, training and development, and international collaboration opportunities.

Requirements

• Minimum of 5+ years of experience in a similar role
• Understanding of customer support, high-value player management, risk, fraud, payment methodologies and operations, and relevant tools
• Excellent leadership skills, adaptable and flexible with an ability to multi-task and work under pressure
• Strong analytical skills to detect and identify weaknesses in the systems and operational processes
• Goal-oriented and solution-driven individual with a strong focus on producing high-quality results within a fast-paced environment
• High level of attention to detail, flexible and reliable
• Good communication skills, both written and spoken, and a good command of English
• Excellent analytical skills
• Highly motivated, team player, able to work on own initiative
• Decision-making and problem-solving skills are a must

Responsibilities

• Adapt, implement, and monitor clear goals, KPIs, and SLAs for department leads
• Lead recruitment and manage key roles within the Player Operations Team
• Collaborate closely with the Asian team, managing coordination across different time zones
• Plan and deliver process improvement and business change projects
• Take full responsibility for risk & fraud, payment operation processing, customer support, and high-value player management
• Maximize the efficiency of department leads, encouraging them to deliver operational excellence
• Provide proactive data analysis and guidance on how to improve the player operations team processes and deliverables
• Collaborate with Marketing, Player Engagement, and Product teams
• Lead the implementation of new tools, technologies, and automation to improve operational efficiency
• Oversee and manage big payouts or reward redemptions
• Develop and implement strategies to deliver high-quality customer support and operational services via multiple channels

Preferred Qualifications

Preferably with experience dealing with USA/European/LATAM Gaming/Sportsbook account

Benefits

• Competitive salary
• Flexibility and remote work
• Training and development
• International collaboration with our teams based around the world
• Fast-growing business where the sky's the limit for your career