The Operations Manager will drive operational delivery for the Mexico and LATAM markets, ensuring alignment with company objectives through strategic planning, customer experience optimization, compliance, and cross-functional collaboration. This role requires ownership of KPIs, regulatory adherence, and continuous improvement across the customer journey and internal processes.
What You'll Do
- Drive operational goals and KPIs for the market to meet and exceed the regions strategy and objectives
- Drive the implementation and evaluation of effective operational strategies to deliver growth and success in Mexico and LATAM
- Monitor and analyse Mexico and LATAM KPIs and metrics, while reacting quickly to under performance and optimise activity
- Analyse, evaluate and adjust key operational touch points throughout a customer’s journey and lifecycle
- Implement technical changes and optimisations to ensure a top-of-the-line customer experience
- Always stay up to date on banking products enhancements, new banking methods and execute necessary changes or improvements
- Analyse customer experience insights and implement changes
- Liaise with the customer support team, High Value Customer program and help to improve the customer experience
- Work closely with the Risk, Fraud and Customer Service Teams to ensure a tailored and localised customer service experience
- Generate and present operational performance reviews of the region to stakeholders and the wider team
- Facilitate and ensure good flow of necessary information and results across multiple teams and stakeholders
- Assist the Mexico and LATAM team with agreeing and implementing efficient internal reporting processes between departments to ensure good flow of necessary information and results across multiple teams and stakeholders
- Stay on top of Compliance and regulatory movements for the region and work closely with the Compliance team to ensure our policies and processes are always up-to-date
- Work closely with the central teams to ensure Responsible Gaming and AML/SOW rules are adhered
- Work closely with the central teams to ensure Customer Verification rules and commercial objectives are considered – from KYC through to SOW/SOF
- Work with business stakeholders to ensure acquisition and retention initiatives appeal and perform at the local level, continually optimising to ensure maximum ROI
- Assist with developing, managing and driving the multichannel marketing strategy for Mexico, across digital and offline, working with, and influencing business stakeholders to achieve optimum performance
- Work with promotion and retention teams to ensure that each phase of the player lifecycle is optimised and covered with relevant promotional initiatives
- Work with the AI specialist and brand marketing team to develop a relevant strategy for the brand in Mexico/LATAM and ensure a consistent brand marketing strategy is delivered at local market level
- Develop close working relationships with all relevant stakeholders across the business
- Provide stakeholders with operational insights to continually improve and adjust our strategy, delivery, and execution of activity in the region
- Drive projects and work with internal development teams to fix issues and deliver constant improvements in the core product offering
- Continually refresh your knowledge of both best in industry and best in market product developments to ensure we continue to deliver best of breed products and customer experience
What We're Looking For
- Clear, confident communication (written and verbal), and the ability to breakdown complex ideas
- A collaborative mindset, working smoothly with cross‑functional teams to hit shared goals
- Strong organisational skills and the ability to manage multiple projects without dropping the ball
- Exceptional attention to detail and a commitment to high‑quality work
- Adaptability – you stay sharp, productive and positive in fast‑moving environments
- Experience in the Mexico and LATAM market
- Excellent analytical skills
- Experience in online gaming
- Experience in managing a team
- Experience in managing projects
Nice to Have
- In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
- Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
- Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
- Experience in developing and executing customer retention strategies
- Experience of working within an operational function
- Experience working in matrix organisation
Benefits & Compensation
- Supergrowth is real here. Our learning and development programmes give you the tools, training and opportunities to level up fast
- Your progress matters. Our Performance tool ensures you get meaningful feedback to support your development and superdrive your career
- Support that has your back. Our Employee Assistance Programme offers resources for you and your family
Work Mode
Local-country based in Mexico and LATAM.
