Operations Manager (Customer Support & Responsible Gambling)

📍 Malta | Hybrid / Remote
🇳🇱 Dutch Speaking
⏰ Full Time
📂 Customer Service / Operations
📈 Intermediate Level (1–3+ years leadership experience)

About the Company

Our client is a fast-growing online gaming operator focused on delivering a high-quality, responsible, and engaging player experience across casino and sportsbook products.

Operating within a regulated market, the business has built a strong reputation through a combination of innovation, operational excellence, and a commitment to responsible gaming and customer experience.

The company offers a dynamic, international environment with ambitious growth plans and a strong people-first culture.

About the Role

We are looking for an experienced Operations Manager to lead both the Customer Support and Responsible Gambling operations.

In this role, you will oversee the day-to-day performance, quality, and compliance of both teams, ensuring an exceptional player experience while maintaining high operational and regulatory standards.

You will manage the Customer Support Manager and Responsible Gambling Manager directly, acting as the operational bridge between frontline teams and senior leadership.

This role offers significant influence across operational performance, team development, compliance, and customer experience.

Key Responsibilities

• Lead and optimise Customer Support and Responsible Gambling operations
• Coach and support Team Leads and Managers across performance and development
• Monitor and improve KPIs, SLAs, QA processes, and operational efficiency
• Analyse operational and quality data to identify trends and improvement areas
• Oversee workflows, reporting, and capacity planning through Zendesk
• Ensure compliance across Responsible Gambling, AML, KYC, and data protection regulations
• Drive operational improvement initiatives and process optimisation projects
• Collaborate cross-functionally to improve the overall player journey
• Promote a people-focused and service-driven culture

What We’re Looking For

• Experience within Customer Support, Responsible Gambling, or Operations Management in iGaming
• Previous leadership experience managing Team Leads or Managers
• Strong understanding of KPIs, SLAs, QA, and operational reporting
• Experience using Zendesk or similar customer support platforms
• Knowledge of Responsible Gambling, AML, and KYC frameworks
• Analytical mindset with a hands-on operational approach
• Strong communication and stakeholder management skills
• Fluent Dutch and strong English communication skills
• Based in Malta or open to relocating

What’s on Offer

• A key leadership position within a scaling iGaming business
• Hybrid and flexible working environment
• Opportunity to shape operational processes and team development
• Direct exposure to senior leadership
• International, ambitious, and collaborative culture
• Strong long-term growth opportunities within the business

Why Apply?

This is an opportunity to play a central role in shaping the operational backbone of a growing online gaming business.

You’ll combine operational leadership, compliance, customer experience, and team development to help deliver a safe, scalable, and high-quality player environment.