Responsibilities
- Own and manage the day-to-day operational running of the online casino
- Oversee game operations, including game launches, configuration, RTP settings, limits, and availability
- Monitor casino performance metrics (GGR, hold, player behaviour, anomalies)
- Manage player operational issues including escalations, disputes, and edge-case scenarios
- Oversee payments and withdrawals, ensuring smooth processing and rapid issue resolution
- Work closely with Risk/Fraud tools to detect abuse, bonus exploitation, and suspicious activity
- Ensure correct implementation and monitoring of promotions, bonuses, and campaigns
- Coordinate with Customer Support to ensure fast, consistent player resolution
- Act as the main operational point of contact with whitelabel/platform providers and key vendors
- Support onboarding of new tools, providers, and operational workflows
- Maintain clear operational documentation, SOPs, and internal controls
- Identify inefficiencies, risks, or revenue leakage and fix them early
- Support compliance requirements relevant to operations (exclusions, limits, responsible play tooling)
- Continuously improve operational processes as the business scales
Requirements
- Hands-on experience with a casino backoffice (SoftGamings, EveryMatrix, Pragmatic hub, etc.)
- Experience dealing with withdrawals, stuck payments, and player escalations
- Has worked with RTP configs, limits, or promo mechanics directly (not via ticketing only)
- Has operated in a lean or startup iGaming environment (not just Tier-1 regulated)
- Comfortable working with cryptocurrency tools and payments
- Comfortable managing multiple priorities with high attention to detail
- Strong organisational skills with a proactive, ownership-driven mindset
- Able to work independently and take responsibility for core processes
- Clear communicator, able to work closely with all teams
Team
Team size: small. Structure: fast-moving team of entrepreneurial builders
