Player Operations Manager

1 dia atrás

Rondônia, Brasil Patrianna Tempo inteiro

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**

**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 and payment operations 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 operational services via multiple channels to ensure optimal operational success.

**Experience**
- Minimum of 3+ years of experience in a similar role.
- Experience dealing with USA/European/LATAM Gaming/Sportsbook accounts.
- Understanding of 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

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