Player Operations Manager

At Patrianna, we are passionate about delivering world-class gaming experiences to millions of players around the globe. As a dynamic, international team, we embrace a collaborative remote-working culture that prioritizes innovation and excellence in everything we do.

Role Overview
We are seeking an experienced and results-driven leader to oversee our Player Operations Team. They should be an expert in process & system optimization while understanding the ins and outs of player operations management with a strong focus on account verification, risk, and payments operations. The candidate must be able to adapt to existing processes, understand existing reports, and work collaboratively with the existing ASIA team.

Areas of Responsibility

• Adapt, implement, and monitor clear goals and KPIs and SLAs for department leads within the business, ensuring that they are delivered on time and in the full scope.
• Lead recruitment and manage key roles within the Player Operations Team, overseeing headcount and building a team aligned with company goals and needs.
• Plan and deliver process improvement and business change projects.
• Take full responsibility for risk & fraud, payment operation 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.
• Provide proactive data analysis and guidance on how to improve the player operations team processes and deliverables.
• Collaborate with Marketing, Player Engagement, and Product teams with the aim to create a collaborative environment and seamless customer journeys across channels and brands.
• Lead the implementation of new tools, technologies, and automation to improve operational efficiency and reduce manual work, aiming for a scalable and streamlined operation.
• Oversee and manage big payouts or reward redemptions, ensuring smooth processing and resolving any issues to maintain customer satisfaction.
• Develop and implement strategies to deliver high-quality customer support and operational services via multiple channels to ensure optimal operational success.

Experience

• Minimum of 5+ years of experience in a similar role.
• Experience dealing with USA/European/LATAM Gaming/Sportsbook accounts.
• Understanding of customer support, high-value player management, risk, , payment methodologies and operations, and relevant 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 a 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.

Patrianna 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