Casino Operations Manager

As a Casino Operations Manager, the ideal candidate will be responsible for the following:

Key Responsibilities:

• Manage the Casino operations team
• Become part of the Casino BU operational management team
• Be the casino point of contact for all our casino brands
• Represent the casino consumer voice in the company
• Competitors analysis of the entire value chain and identify relevant best practices from similar disciplines
• Casino focal point for key user journeys and touch points, and initiate improvement plans accordingly.
• Identify needs and initiate a plan to provide a best in class casino customer support experience.
• Optimize and own the risk management of casino games limits
• Optimize and own the casino content presentation
• Initiate additional development and evolution of the operational tools
• Casino focal point for deposit limits policy and risks management
• Working with training team on new product launches and knowledge transfer
• Focal point for customer support interface, capabilities and tools
• Ongoing review of outstanding support events and action improvement plans and mitigation
• Handle major site incidents and escalations
• Own the casino production calendar and all changes that might impact user experience
• Own the production upload calendar risks management
• Monitor casino SLA and production stability
• Focal point for customer satisfaction rating and proactively develop initiatives for improvement
• Proactive functional testing among the various platforms / games / licenses / brands
• Proactive user testing among the various platforms / games / licenses / brands
• Work closely with the VIP and marketing teams to optimize customers journey and user expectations
• Managing customer surveys

Skills/Experience Required:
• Proven experience with a Real Money Casino operations of at least 5 years – a must
• Highly numerate and analytical
• Ability to work in a matrix organizational structure with a diverse group of internal and external personnel
• Experience of working with marketing services and product teams
• Self-motivated with ability to work independently
• Strong communication, organizational and project implementation skills

Salary:  Open

Get in touch.