Chief Slot Operations Executive

1 semana atrás

Rio de Janeiro, Rio de Janeiro, Brasil beBeeOperations Tempo inteiro R$1.920 - R$19.200
Job Opportunity:

We are seeking an experienced Operations Manager to oversee our customer service and local operations workflows, ensuring seamless delivery of player support and operations.

Key Responsibilities:
  • Manage all online slots operations needs, including coordinating with vendors, handling game-related issues, and ensuring the timely execution of slot promotions and updates.
  • Lead the CS team, ensure compliance with company standards, and act as the central link between local operations and HO.

Customer Service Leadership:

  • Supervise a team of customer service representatives, ensuring high-quality, fast, and professional player support.
  • Monitor key performance indicators (KPIs) such as response time, satisfaction, and resolution rates, and implement performance improvements.
  • Handle escalated cases, including VIP players and sensitive complaints.
  • Provide training to staff on new games, features, and promotions.

Operations Oversight:

  • Oversee daily operational processes including payments, verification, and promotional execution.
  • Coordinate with HQ to standardize reporting, workflows, and system updates.
  • Prepare weekly and monthly performance/operations reports.
  • Act as the main point of contact for all operational needs.
  • Liaise with slot providers/vendors to resolve technical issues quickly.
  • Ensure slot game launches, updates, and promotional campaigns are executed on time.
  • Monitor slot performance data, player feedback, and system stability.
  • Provide resourceful solutions for local slot-related operational challenges.

Leadership & Continuous Improvement:

  • Recruit, train, and develop top local talent for CS and ops functions.
  • Identify areas for improvement across support and operations and propose actionable solutions.
  • Act as the bridge between local market operations and senior management.
Requirements:
  • Minimum of 2 years of experience in Operations Management
  • Experience in Online Gaming, iGaming (slot/casino) is strongly preferred
  • Fluent in English and Portuguese
  • Strong leadership and people management skills
  • Deep understanding of slot operations, game launches, and promotional cycles
  • Excellent problem-solving and resourcefulness skills
  • Able to resolve slot and operational issues in a timely manner
  • Ability to balance player satisfaction, compliance, and operational efficiency

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