Head of Operations – Managed Services

Role Overview

• Own the day-to-day workflow for client deliverables, ensuring high standards across 'do-it-for-you' services, rapid deployments, and consultancy outcomes to drive client success.
• Direct and mentor the core execution team, fostering a high-performance culture and ensuring seamless collaboration across all operational functions.
• Manage operational budgets, resource allocation, and capacity planning to ensure the team can scale effectively alongside client growth.
• Lead Quarterly Business Reviews and consistently report performance metrics, operational health, and growth opportunities to key clients and internal stakeholders.
• Establish and monitor Service Level Agreements (SLAs) with internal technical teams and external vendors to maintain top-tier service delivery.
• Drive specialized initiatives and collaborate with third-party providers to secure and implement new client features, such as AI-driven chat services or outsourced customer support solutions.
• Ensure effective CRM strategy execution, bonus setup, and frontend banner/promo page management.
• Develop comprehensive player lifecycle strategies, including advanced segmentation, retention campaigns, and VIP program management to maximize player lifetime value (LTV).
• Implement data-driven churn prevention models and monitor key CRM performance indicators to continuously optimize campaign execution.
• Oversee client support for marketing activities and affiliate strategy execution.
• Supervise light integrations with third-party CRM systems.
• Ensure compliance best practices are integrated and adhered to across all operational workflows and client deliverables.
• Frequent travel on an as-needed basis for key client meetings, operational workshops, or industry events.

Requirements

• Proven experience working specifically within the iGaming B2B sector.
• A minimum of 3 years of managerial experience leading teams.
• Direct experience in CRM, Marketing, and Operations.
• Experience in Customer Support and familiarity with leveraging AI capabilities within operational workflows.
• Strong understanding of iGaming regulatory landscapes and compliance best practices.
• Excellent communication and presentation skills for effective stakeholder and client management.
• Strong analytical and problem-solving abilities, with a focus on data-driven decision-making and ROI.
• Proven track record of optimizing workflows, scaling operations, and managing complex projects.
• High adaptability and the ability to thrive in a fast-paced, dynamic environment while managing competing priorities.
• Strong English communication skills.

Benefits

• Start with a competitive number of annual leave days, increasing as you grow with us.
• Hybrid work schedule is available after the first three months of employment, with up to 50 days of work from home per year.
• 3 additional annual sick leave days beyond the legal requirement, with no medical certificate needed for these days.
• Benefit from two Free Fridays each year, limited to one per quarter.
• Access to an Employee Assistance Program through TELUS Health.
• Parental Support: Additional paid leave to support new parents, with options tailored for maternity and paternity.
• Flexible remote work opportunities during the first months of parenthood.
• Monthly lunch allowance.
• Gym Membership.
• Access to leading online learning platforms (such as LinkedIn Learning and Udemy for Business), plus an annual budget for external courses or certifications.
• Our office perks include frequent team-building activities in various locations.