At Hero Gaming, we’re looking for a customer-centric Operations Manager who will be leading our amazing operations team, and who will be heavily involved in strategic and operational discussions and decisions for the business as part of our management team at Hero Gaming 🤩.

This position involves defining, implementing and managing our operations strategy using best practices and data insights 🎯. Therefore, having previous experience working in customer experience and risk, fraud and payments within the igaming industry is key to your success 🚀.

As one of the leaders of the organisation, you will be expected to have excellent people and communication skills to be able to build and maintain stellar relationships with internal and external stakeholders. Moreover, being agile, accountable, open to feedback, and not shying away from challenging others are key components of our culture at Hero Gaming, so having such traits will help you succeed in our fast paced and dynamic environment.

Reporting to the CEO together with a team of heroes, you will be responsible for:

• Driving innovative strategy that will assist the team in providing best in class, market specific, operations support, including speedy withdrawals on all brands and proper funding of accounts
• Coaching and fostering the mentality of customer centricity and enhancing risk awareness within the operations team and the company
• Improving the customer contact journey and optimizing of cross functional processes and procedures
• Managing the day to day of the operations of both inhouse as well as outsourced teams.
• Designing, and implementing an overall risk management process for the organization;

• Performing risk assessments, which involves analyzing all customer-related risks as well as identifying, describing, and estimating the risks affecting the business;

• Reporting risk in an appropriate way for different audiences, including within the management team to ensure awareness and understanding of the most significant business risks.

• Ensuring that full due diligence checks and risk assessments are carried out diligently on customers;
• Managing risk and fraud prevention activities to minimize the company's exposure to financial losses.
• Proactively analysing available data to suggest cross functional improvements to our processes and products.
• Maintaining active relationships with our b2b partners and technology suppliers.
• Assisting in the creation and driving OKR that improve customer life cycles and drive revenues increasing initiatives.
• Overseeing and managing the development and implementation of VIP strategies to improve Key Customer retention and acquisition.
• Overseeing the implementation and testing of technology-based solutions to solve market needs.
• Leading and mentoring the operations team through clear direction and flexible approach.

This is what we’re looking for 💪🏻:

• Experience in a similar Managerial role in an operations team within the iGaming Industry.
• Ability to build and maintain strong working relationships with both internal and external stakeholders.
• A can-do attitude and ready to be hands on with the team to offer the necessary support
• Analytical and basis decision making on data
• Strong communication and leadership skills

Who We Are 🖤

Founded in 2013, Hero Gaming focuses on offering the best gaming experience in the market through customer centricity and diverse options for its customers through speed, simplicity and gamification. The humble and truly passionate team behind our brands not only come up with new and creative ideas, but also have a great track record in executing projects with agility. Thanks to our brilliant team, Hero Gaming has become one of the most reputable companies in the industry.

How we do it 👊

Opportunistic, fast-thinking, fast-working, fast-playing and fast-learning, Hero Gaming is committed to transparency, collaboration, experimentation, and agility. We Love what we do, we Dare to take risks, to think differently, and we Win by working hard to achieve our goals and beyond.

We believe that we are on a journey together which is revolutionising our industry. We have created an environment where innovation and creativity are fostered. Our Heroes are empowered and supported to be the best version of themselves by enjoying flexibility, career development, fantastic benefits, and most importantly – a great culture.

We are proud to be an equal opportunity workplace, our heroes have many different backgrounds, perspectives, and lifestyles, and we like it that way. We embrace and celebrate diversity; it is one of our core strengths that enable us to dream big, think big and make big things happen.

We work hard and we celebrate in style… just like any Hero would!

Benefits🎁

Here at Hero Gaming, we strive to give all our employees the best working experience in the industry. Check out our careers page for more information about the benefits across our different locations.