Job Description

Why Join Us?

Are you eager to take on a transformative role in redefining VIP Operations for a cutting-edge iGaming platform? This is a rare chance to shape how we serve our top-tier clients and guide our team toward outstanding performance. We're looking for a dynamic VIP Operations Manager with the expertise, drive, and vision to lead with excellence in a pioneering position! Become part of a rapidly expanding workforce and contribute to our continued success as a fast-growing organization. This critical role is designed to optimize operations, enhance the VIP customer experience, and support our core team. You'll manage four key areas: Quality Assurance (QA), Training & Development, Administration & Reporting, and Leadership & Growth.

Your Role:

As our inaugural VIP Operations Manager, you'll be tasked with overseeing and improving operations within the VIP department, focusing on quality assurance, training, and administrative efficiency. You'll drive continuous improvement by refining KPIs and internal processes to align with organizational goals. This role is essential for delivering top-notch service to high-value clients while upholding operational excellence. Strong leadership skills are crucial, as you'll eventually lead a small team. You'll ensure customer communications meet our Quality Assurance standards by monitoring interactions and addressing process gaps. Additionally, you'll serve as a Training Manager, supporting supervisors in fostering team development.

What You'll Do:

Collaborate with the Head of VIPs to identify and address operational gaps and inconsistencies. Analyze workflows and systems to pinpoint areas for enhancement. Ensure consistent, high-quality VIP services. Conduct regular evaluations and audits to maintain accountability and service standards. Develop and introduce new KPIs to accurately measure team and individual performance, fostering accountability. Innovate and refine internal processes to improve productivity, customer experience, and operational efficiency. Create and implement impactful training programs for the VIP team. Promote a culture of ongoing improvement and skill enhancement to keep pace with industry trends. Oversee the Admin Manager to streamline administrative tasks like reporting, scheduling, and compliance. Ensure administrative processes enhance operational efficiency and team performance. Evaluate and provide constructive feedback on existing KPIs and processes to align with company objectives. Work with team members to boost performance against these metrics. Collaborate with the Head of VIPs to create and execute strategies that close operational gaps and elevate team performance. Ensure strategies support business goals and lead to more efficient, effective service delivery. Hire and manage a rotor of 24/7 VIP support employees.
What You Bring:

Deep knowledge of the i-gaming/gambling industry and VIP client management. 3-5 years of operations management experience, ideally in the i-gaming or gambling sector, but still possible if not. Significant experience in the gaming or wagering industry. Proven leadership skills, with the ability to manage multiple functions and managers. Strong analytical and problem-solving skills, with a focus on enhancing team performance. A track record of creating effective KPIs and improving internal processes. Excellent communication and collaboration skills, particularly in cross-functional settings.
Nice-to-Haves:

Bachelor's or Master's degree in Business Administration, Operations Management, or a related field. Familiarity with cryptocurrency is a plus. Experience working with VIP or high-value clients in the i-gaming/gambling industry. Proficiency in tools like Google Suite (Drive, Sheets, Docs), Slack, Jira, and Intercom. Demonstrated success in quality assurance, training, or administrative management.
We strive to create an environment where everyone can thrive, and merit and achievement are the sole measures of success. Our success is driven by the unique contributions of our team. We hope to get someone like minded in our team that will be rewarded directly for the effort they put in.

Please message @rjkonan on telegram if you would like a more prompt response

With all applications please include a description of yourself and why you would specifically fit this role.

Job Type: Full-time

Pay: 60,000.00-80,000.00 per year

Additional pay:

Bonus scheme Commission pay Performance bonus Yearly bonus
Schedule:

Monday to Friday
Work Location: Remote