Player Operations Manager
Remote (-/+ 4 hrs Europe / CET)
B2Spin is a rapidly growing team of company builders on a mission to bring life-changing moments of joy to our customers. B2Spin is headquartered in Gibraltar, the British Overseas Territory at the southern tip of Europe and we recruit the best talent globally, regardless of location.
Overview
Successful candidates will have a natural ability to inspire and lead an already well-established team and be an expert in process & system optimisation while understanding the ins and outs of player operations management with a strong focus on risk, fraud, payment and customer support.
Areas of Responsibility:
Create, implement and monitor clear goals and KPIs for department leads within the business.
Challenge plans, processes and strategies to ensure optimal operational success.
Plan and deliver process improvement and business change projects.
Take full responsibility for risk & fraud, payment processing, customer support and high value player management with 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.
Manage headcount across the teams and lead recruitment to secure the best talent in the industry.
Provide proactive data analysis and guidance on how to improve the player operations team processes.
Collaborate with Marketing, Player Engagement and Product teams with the aim to create a collaborative environment and seamless customer journeys across channels and brands.
What we are looking for…
Minimum of 5+ years of experience in a similar role.
Preferably with experience dealing with USA/European Gaming account.
Understanding of customer support, high value player management, risk, fraud, payment methodologies and 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 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.
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