Location: Manila, Philippines

About the Hiring Company:

We are seeking a decisive and systematic Director of Operations to lead CS, Payments & Fraud, and Casino Content across Asian markets, with strong grounding in the Philippines/PAGCOR. This role is responsible for ensuring regulatory compliance, delivering consistent player experiences, and achieving growth and risk management targets. You will provide clear direction, establish a robust operating system, and drive accountability across teams to ensure seamless execution and measurable outcomes.

Job Responsibilities:

• Translate business strategy into a 12–18-month operations plan with quarterly targets for CS, Payments/Fraud, and Casino Content.
• Establish an operating cadence (weekly/monthly reviews, dashboards, incident postmortems) to align teams on priorities and success measures.
• Standardize SOPs and decision rights across functions to drive consistency, close gaps, and enforce process discipline.
• Inspect, coach, and course-correct leaders; intervene early when KPIs, compliance, or culture show signs of drift.
• Convert business goals into a ranked backlog for Ops covering service quality, payments resilience, fraud loss targets, and content deployment.
• Approve quarterly roadmaps and resource allocations across the three functions.
• Lead a ~100-person multi-function organization through direct leadership of department Heads; hire, develop, and performance-manage leaders.
• Build bench strength and succession plans with clear role expectations and growth paths.
• Run a data-driven review rhythm: weekly ops review (SLA, risk, revenue levers), monthly deep dives, and quarterly business reviews.
• Escalate and resolve cross-team blockers, ensuring focus on the most vital metrics.
• Ensure day-to-day adherence to PAGCOR and relevant Asian market requirements, maintaining audit-ready SOPs and evidence.
• Own incident governance for outages, fraud spikes, and payment disruptions, ensuring timely corrective actions.
• Chair the Ops Go-Live/Change board for content releases and payments/risk rule changes; oversee readiness, rollback, and communication.
• Sponsor automation and continuous improvement initiatives to improve throughput and quality.
• Approve functional roadmaps, budgets, and headcount plans.
• Sign off on high-impact policy changes (CS, Risk, Payments), release gates, and production rollback decisions.
• Set vendor management standards and approve commercial frameworks (execution delegated to functional heads).

The Successful Candidate:

• 10+ years of online gambling operations experience, with at least 5 years leading multi-function teams (CS, Payments/Fraud, Content) in regulated markets.
• Strong Asia experience (Philippines preferred), with working knowledge of PAGCOR processes and platform/provider ecosystems.
• Proven ability to establish operating cadence, scale leadership teams, and deliver results through data and SOPs.
• Decisive, detail-oriented, and calm under pressure, with excellent executive communication skills.

Interested?

If the position has caught your attention and you wish to apply, please upload your CV along with your contact info. If you want to know more about the position.

SmartRecruitment.com is our responsible recruitment partner for this position, they are a consultancy firm within recruitment/head-hunting. SmartRecruitment.com support their clients in recruiting iGaming & Crypto experts globally.