Director of Operations at Xsolla

Baku, Baku, Azerbaijan

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Video Games, GamingIndustries

Requirements

10+ years in Operations, Service Delivery, or Platform Management (SaaS, payments, or gaming)
5+ years in senior leadership roles with global or cross-functional teams
Proven record in improving efficiency, reliability, and customer satisfaction
Experience collaborating with Security and Compliance on incident response and audits
Strong knowledge of cloud infrastructure (AWS, GCP, Azure) and distributed systems
Expertise in operational frameworks, monitoring, and incident management
Strong communication and leadership skills; ability to align cross-functional teams
Customer-centric mindset with analytical, data-driven decision-making
Proficiency with modern observability and workflow tools (Datadog, Grafana, Splunk, Jira, ServiceNow)
Comfortable in fast-paced, growth-driven environments
Bachelor’s or Master’s in Computer Science, Engineering, or related field
Certifications such as ITIL, PMP, or SRE are a plus

Responsibilities

Lead and scale the Operations organization, ensuring reliable service delivery, platform stability, and 24/7 monitoring
Optimize processes and governance to drive efficiency and scalability
Collaborate with Engineering, Product, and Infrastructure on platform readiness and release support
Define and monitor core operational KPIs (uptime, latency, incident frequency, resolution times)
Foster a customer-first approach across Operations
Partner with Customer Success and Support to resolve systemic issues and improve responsiveness
Convert operational insights into customer experience improvements
Manage proactive communication during incidents and service changes
Work closely with Security on event management, incident response, and investigations
Ensure readiness and documentation for security alerts and threats
Participate in post-incident reviews and implement resulting improvements
Align with global security and compliance standards (SOC 2, ISO 27001, GDPR, PCI-DSS) and support audits
Drive automation, monitoring, and observability enhancements
Implement and manage operational tools (e.g., Datadog, Grafana, PagerDuty, Jira)
Maintain runbooks, playbooks, and technical documentation
Identify bottlenecks and deliver data-driven process improvements
Build and mentor a high-performing operations team with a culture of ownership and continuous improvement
Align operational priorities with company strategy
Manage vendors, operational budgets, and SLAs
Provide visibility into operational health, risks, and customer impact

Skills

Key technologies and capabilities for this role

Operational LeadershipProcess OptimizationKPIs24/7 MonitoringIncident ResponseCustomer SuccessSecurity ComplianceSOC 2ISO 27001GDPRPCI-DSSAutomationObservabilityPlatform StabilityRelease Support

Questions & Answers

Common questions about this position

What experience is required for the Director of Operations role?

Candidates need 10+ years in Operations, Service Delivery, or Platform Management in SaaS, payments, or gaming, plus 5+ years in senior leadership roles with global or cross-functional teams, a proven record in improving efficiency, reliability, and customer satisfaction, experience with Security and Compliance on incident response and audits, and strong knowledge of cloud infrastructure like AWS, GCP, Azure and distributed systems.

What key skills are needed for this position?

Expertise in operational frameworks, monitoring, and observability is required, along with experience implementing tools like Datadog, Grafana, PagerDuty, and Jira.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What does the company culture emphasize for this role?

The role involves building and mentoring a high-performing operations team with a culture of ownership and continuous improvement.

Xsolla

Integrated payment solutions for video games

About Xsolla

Xsolla provides integrated payment solutions and tools specifically designed for video game publishers and developers. Their services include payment processing, fraud detection, and gamified experiences, which help clients monetize their games and engage players effectively. Xsolla operates in over 200 countries, supports more than 130 currencies, and offers services in over 20 languages, making it accessible to a wide range of clients from indie developers to large publishers. Unlike many competitors, Xsolla focuses exclusively on the video game industry, allowing them to tailor their offerings to meet the unique needs of game developers. The company's goal is to enhance the gaming experience for players while providing developers with the tools they need to succeed.

Los Angeles, CaliforniaHeadquarters

2005Year Founded

$73MTotal Funding

DEBT_PPCompany Stage

Fintech, Entertainment, GamingIndustries

501-1,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Unlimited Paid Time Off

Professional Development Budget

Risks

Web3 expansion with Xsolla ZK may face regulatory challenges in strict regions.

MENA market entry with iBLOXX could encounter geopolitical and market barriers.

Technical integration of 'Pay with Points' may struggle with user adoption issues.

Differentiation

Xsolla offers a comprehensive suite of tools for game monetization and distribution.

The company supports over 130 currencies and 20 languages, enhancing global reach.

Xsolla's partnerships with major gaming entities like Valve and Ubisoft boost credibility.

Upsides

Xsolla's launch of Xsolla ZK taps into the growing Web3 gaming market.

The Mastercard partnership introduces innovative payment solutions like 'Pay with Points'.

Collaboration with iBLOXX expands Xsolla's presence in the MENA gaming ecosystem.

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