Casino Operations Manager

Role Overview

This position owns the day-to-day performance, stability and operational execution of the casino business. The role sits at the center of Product, Marketing and Supplier Management, importantly acting as an executional hub supporting growth and product strategies while being directly accountable for ensuring that every operational lever is optimized to maximize player value, revenue growth, and customer satisfaction.

Responsibilities:

• Own day-to-day operational management of the casino business.
• Be the key operational point of contact for all casino suppliers including game studios, aggregators, platform providers, and operational vendors.
• Execute the game roadmap including new launches, updates, onboarding and configurations.
• Work with internal teams to ensure smooth onboarding and integration of new Casino providers.
• Own incident management, platform stability, operational escalations, and service recovery.
• Act as operational leader for customer support ensuring rapid player issue resolution and continuous service improvement.
• Monitor and identify abuse, bonus exploitation, fraud patterns, and operational vulnerabilities.
• Own the operational aspects of all Casino related promotions and bonus tools and programs, including liaising with Martech, Dev, Product teams to test and launch new integrations and functionality
• Develop operational reporting frameworks and dashboards for executive leadership.
• Identify revenue leakage, process inefficiencies, and player friction points and implement corrective actions.
• Support VIP strategy execution and high-value player experience initiatives.
• Drive operational readiness for new products, tools, game providers, and platform integrations.
• Maintain SOPs, controls, documentation, and operational governance processes.
• Build and maintain comprehensive Casino reports and dashboards

Required Experience

• 5+ years operating online casino products or similar technology or high growth business
• Previous experience either within, supporting or partnering with Customer Support teams
• More than basic knowledge of Casino products – slots, table games, crash, instant and emerging categories
• Knowledge of casino back-office systems and operational tooling (Intercom would be helpful).
• Hands-on experience with payments, fraud prevention, bonuses, promotions, and player lifecycle management.
• Strong commercial mindset with proven ability to improve revenue and player value.
• Excellent analytical and data-driven decision-making skills.

Ideal Candidate Profile

You are obsessed with improving processes, player experience, and business performance. You try to anchor your decision-making with data on one-hand but are equally comfortable making decisions with imperfect information. You genuinely believe that exceptional customer service is a winning strategic advantage and are happiest when you are elbow deep parsing Intercom data, Customer Surveys and running internal support team feedback sessions trying to find the next customer experience win.