Online Casino Operations Lead

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Department: Online Casino

As the Operations Lead, you will be responsible for overseeing daily financial reporting that provides a real-time pulse on the business. This includes generating and analyzing updates on Net Gaming Revenue (NGR), customer deposits and withdrawals, active player counts, and daily sign-ups, as well as tracking game functionality metrics such as uptime, error rates, and session performance. You'll be expected to flag anomalies, identify trends, and deliver concise reports to leadership that distill performance by segment, geography, and product. Your reporting will also capture the impact of promotions, VIP activity, and churn, offering both quantitative data and qualitative insights to guide product, marketing, and risk decisions.

Responsibilities

• Customer Service & CRM:
  • Lead a 24/7 customer support team with excellence and empathy.
  • Manage the CRM lifecycle—from acquisition to reactivation—with segmentation, automation, and player-first personalization.
  • Triage and troubleshoot player issues with speed and precision.
• VIP & Loyalty:
  • Design and execute multi-tiered loyalty programs that delight and retain.
  • Cultivate direct relationships with high-value players, ensuring top-notch experiences and tailored rewards.
  • Monitor player behavior to flag high-risk or high-opportunity accounts.
• Fraud & Risk Management:
  • Oversee anti-fraud systems and internal controls for player security.
  • Collaborate with payment providers, compliance teams, and external partners to identify and address vulnerabilities.
  • Handle chargebacks, AML flags, and other integrity threats with swift strategy.
• Tech Integrations & Back Office:
  • Manage live chat systems, CRMs, back-office dashboards, payment gateways, and bots.
  • Act as a liaison between operations and product/engineering teams to resolve bugs and improve tooling.
  • Spearhead customer reporting, fraud risk, and platform health.
• Team Leadership:
  • Recruit, train, and manage a globally distributed operations team.
  • Schedule around-the-clock coverage for high-demand hours.
  • Set targets, measure performance, and drive operational excellence.

Requirements

• 5+ years of experience in online casino operations, including customer service, CRM, fraud, VIP, loyalty, and technology integrations.
• Fluent in casino terminology, bonus structures, regulatory sensitivities, and player psychology.
• Proven ability to manage teams across time zones and cultures.
• Hands-on familiarity with software and technology.
• Willingness to work non-traditional hours—Friday through Sunday, nights and holidays.
• Impeccable background check and references—trust and discretion are non-negotiable.

Benefits

• Base salary plus performance bonuses.
• Paid time off.

Additional Details

• Workplace: Remote
• Language: English
• Published: 2025-06-15