Kaizen Gaming Benefits Overview

Owns BPO customer service performance, quality, staffing coverage, escalations, and KPI delivery. The role leads Leads and Specialists, manages development plans and performance improvement plans, resolves operational blockers, collaborates cross-functionally, and drives short- and long-term process improvements. It also partners with workforce management on forecasting and business continuity while translating data and team insights into measurable operational actions.

Own and execute data-driven CRM strategy for Sportsbook and Casino products across multiple channels. Plan personalized campaigns, lifecycle journeys, segmentation, customer touchpoints, creative development, and bonus budgets. Analyze revenue and campaign performance, forecast outcomes, monitor competitors, ensure local compliance, and report results to senior stakeholders. The role aims to increase active players, retention, reactivation, cross-sell, engagement, and customer value.

Manage multi-country HR operations and payroll processes, including employee lifecycle administration, HRIS data, payroll validation, compliance, benefits, reporting, audits, and vendor coordination. Serve as a subject-matter expert for complex HR and payroll inquiries while improving processes, maintaining documentation, and supporting compensation cycles and regional HR initiatives.