Player Operations Manager

Summary

Join Patrianna's dynamic international team as a Player Operations Team Lead. Oversee and optimize processes, focusing on account verification, risk, and payments. Lead recruitment, manage key roles, and implement process improvements. Take responsibility for risk, fraud, and payment operations, ensuring high-quality customer experience. Collaborate with other teams to create seamless customer journeys. Implement new tools and technologies for efficiency. Manage big payouts and reward redemptions. Develop and implement strategies for high-quality operational services. This role requires strong leadership, analytical, and communication skills.

Requirements

• Minimum of 3+ years of experience in a similar role
• Experience dealing with USA/European/LATAM Gaming/Sportsbook accounts
• Understanding of 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 and KPIs and SLAs for department leads within the business, ensuring that they are delivered on time and in the full scope
• Lead recruitment and manage key roles within the Player Operations Team, overseeing headcount and building a team aligned with company goals and needs
• Plan and deliver process improvement and business change projects
• Take full responsibility for risk & fraud and payment operations a focus on delivering the highest quality customer experience
• Maximise the efficiency of department leads, encouraging them to deliver operational excellence by developing their personal and business skills through training
• 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 with the aim to create a collaborative environment and seamless customer journeys across channels and brands
• Lead the implementation of new tools, technologies, and automation to improve operational efficiency and reduce manual work, aiming for a scalable and streamlined operation
• Oversee and manage big payouts or reward redemptions, ensuring smooth processing and resolving any issues to maintain customer satisfaction
• Develop and implement strategies to deliver high-quality operational services via multiple channels to ensure optimal operational success

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