Player Operations Manager

Summary

Join Patrianna's dynamic international team as a Player Operations Team Lead! This remote role requires 5+ years of experience in a similar position, overseeing account verification, risk, and payments operations. You will lead recruitment, implement process improvements, manage high-value players, and collaborate with other teams. Strong analytical, leadership, and communication skills are essential. Patrianna offers a competitive salary, flexible remote work, training and development, and international collaboration opportunities.

Requirements

• Minimum of 5+ years of experience in a similar role
• Experience dealing with USA/European/LATAM Gaming/Sportsbook accounts
• Understanding of customer support, high-value player management, risk, 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
• 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

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