Player Operations Manager

Summary

Join Patrianna, a fast-growing iGaming company, as our Player Operations Manager and oversee key areas including AV, KYC, risk management, and payment processing. You will directly manage a team of Operations Specialists, ensuring operational excellence. This role demands strategic oversight and hands-on team management, aligning operations with company goals. The ideal candidate possesses expertise in managing high-performing teams, uses data-driven decision-making, and is passionate about operational excellence. You will report to senior leadership and collaborate with internal and external teams to improve processes and mitigate risks. This position requires a strong understanding of payment workflows and risk mitigation strategies, particularly within the gaming industry, especially with USA/European accounts.

Requirements

• Minimum 5 years in AV, KYC, risk management, payments, or operational management roles, with at least 2 years managing a team of specialists
• Strong understanding of payment workflows and risk mitigation strategies
• Experience in the gaming industry, particularly with USA/European accounts
• Experience with managing remote teams
• Proven ability to manage and coordinate remote teams effectively, fostering engagement, communication, and productivity across different time zones
• Proven people management skills with the ability to coach, mentor, and lead high-performing teams
• Analytical mindset with expertise in driving operational improvements
• Strong communication skills to effectively align teams and liaise with senior leadership
• Familiarity with fraud detection systems, risk management tools, and workforce planning solutions

Responsibilities

• Manage and mentor Operations Specialists, ensuring team development and alignment with business objectives
• Oversee AV, KYC, risk management, and payment workflows to maintain efficiency and compliance with industry best practices
• Monitor transactions and risk patterns to proactively identify and prevent fraudulent activity while optimising payment success rates
• Collaborate with internal teams to refine processes, implement training programs, and drive continuous improvements in fraud detection and operational workflows
• Work closely with payment providers and key stakeholders to enhance payment processing strategies and risk mitigation efforts
• Utilise data analytics to identify trends, improve decision-making, and enhance overall team performance
• Act as a senior escalation point, ensuring swift resolution of operational challenges and implementing best practices for process automation

Preferred Qualifications

A degree in Business, Risk Management, or a related field is preferred but not essential