Associate - CRM Operations

Ivy is a global, cutting-edge software and support services provider, partnering with one of the world’s biggest online gaming and entertainment groups. Founded in 2001, we’ve grown from a small tech company in Hyderabad to one creating innovative software solutions used by millions of consumers around the world, with billions of transactions taking place to head even some of the biggest technology giants. Focused on quality at scale, we deliver excellence to our customers day in and day out, with everyone working together to make what sometimes feels impossible, possible.

This means that not only do you get to work for a dynamic organization delivering pioneering technology, gaming and business solutions, you can also have an exciting and entertaining career. At Ivy, Bright Minds Shine Brighter. 

The  Operations Associate is an integral part of the Hyderabad Marketing Operations team, within the United States (BetMGM) region.

In this role, you will be responsible for utilizing the internal tools available to fulfil operations campaigns in a timely manner. This includes operations activities such as creating rewards / bonuses, promotion campaigns, tournaments etc.  

You`ll play a pivotal role in working along with cross-functional teams to execute key processes, manage projects, and ensure the smooth day-to-day operations of our business.

In this role, you`ll be known for your organizational planning skills, attention to detail, strong work ethic and team collaboration skills.

The Operations Associate is distinguished from the Operations Associate by several factors including:

• level of responsibility (e.g. work on larger more complex projects)
• experience
• technical expertise (e.g. advanced / expert use of all ops tools and systems), and
• contribution to improving business operations (e.g. process improvements, tool optimization etc.)

What you will do

• Collaborate with the Marketing Operations team and key business stakeholders to meet the day-to-day business requirements. This will involve working closely with:
  • Proposition
  • Content
  • Operations
• You`ll ensure that all promotion related configurations are executed within the defined SLAs, while maintaining quality and minimizing errors
• Responsible for internal QA, and ensuring a smooth player journey / experience onsite
• Communicate effectively with team members and stakeholders to provide updates, gather feedback, and address ops related issues
• You`ll provide regular updates to the Team Lead on any issues or procedural improvements
• Provide regular and detailed analysis of player activity as directed by the Operations Manager
• Follow up on related incidents and alert the relevant teams when an incident needs to be raised
• Act as second line support to the Customer Services Team, addressing and resolving escalations as required
• Contribute ideas and suggestions for process improvements, efficiency gains, and operations related enhancements
• Ensuring the Daily Task Sheets are up-to date

Additional  Responsibilities

• Identify opportunities and suggestions for process optimization and efficiency gains, and lead projects to implement changes. Track and report on progress and results, and share learnings with the wider Marketing Ops team
• Expert in all tools used by the Ops team, and actively works to raise the technical capability of the team by mentoring junior team members and providing training and knowledge share sessions as required
• Foster collaboration and communication across teams to facilitate the exchange of ideas, promote best practices, and drive operational alignment
• Stand in for Team Lead as and when required

• 2+ years’ experience as an Operations Associate
• Advanced / expert use of all tools and systems used by the Operations team, and intermediate knowledge of the tools and systems used by the Content team
• Proven ability to mentor, train and develop junior staff
• Proven experience implementing process or ways of working improvements across the team

At ivy, we do what’s right. It’s one of our core values and that’s why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, across any protected characteristic, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated. 

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.