Head of Casino Operation

Vacancies Ref: VAC-11178 Operations Costa Rica


One of our exciting clients is looking for a Head of Casino Operations to join their team.

Key responsibilities include:

  • Become a leader of the Casino BU operational management team Manage a team of 5 people and growing
  • 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 touchpoints, 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 the training team on new product launches and knowledge transfer
  • The 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
  • The focal point for customer satisfaction rating and proactively developing 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


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


Interested? get in touch!

Maria Tzitzali