Senior Slot Operations Director

Há 5 dias


Rio de Janeiro, Rio de Janeiro, Brasil beBeeOperational Tempo inteiro R$1.920 - R$19.200
Operations Manager Job Description

Key Responsibilities:

  • Oversee daily customer service and operations processes to ensure seamless delivery of player support.
  • Manage all online slots operations needs, including coordinating with vendors and ensuring timely execution of slot promotions and updates.
  • Lead the customer service team, ensuring compliance with company standards, and act as the central link between local operations and HQ.

Customer Service Leadership:

Supervise the customer service team, focusing on delivering high-quality, fast, and professional player support. Monitor key performance indicators (KPIs) and implement performance improvements. Handle escalated cases, including VIP players and sensitive complaints. Train staff on new games, features, and promotions.

Operational 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 reports. Act as the main point of contact for all operational needs. Liaise with slot providers/vendors to resolve technical issues quickly.

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 experience in Operations Management. Experience in Online Gaming, iGaming (slot/casino) is strongly preferred. Strong leadership and people management skills. Deep understanding of slot operations, game launches, and promotional cycles. Excellent problem-solving and resourcefulness skills. Ability to balance player satisfaction, compliance, and operational efficiency.



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