Location: Onsite, Philippines

About the Hiring Company:
We are seeking a highly experienced and strategic leader to serve as the Senior Manager for Business Operations. This role is the operational core of our organization, responsible for the end-to-end orchestration and optimization of our platform operations. You will be a process-driven leader, tasked with synchronizing diverse, multi-functional units including Customer Service (CS), Risk & Fraud, Business Intelligence (BI) Analytics, Product, and IT Coordination.

This is a critical leadership position for an expert who can drive efficiency and ensure seamless operations in a dynamic, high-stakes environment. You will be instrumental in ensuring our platform runs smoothly, operational Key Performance Indicators (KPIs) are consistently met, and large-scale teams are aligned with our strategic growth objectives. A deep background in iGaming operations is essential, as you will navigate the unique complexities of real-time gaming, player behavior, and high-volume risk management.

Job Responsibilities:

• Operational Orchestration & Alignment: Lead the synchronization of critical departments (CS, Risk & Fraud, BI, Product, and IT) to dismantle silos and establish a unified operational front capable of meeting real-time gaming demands.

• Process Engineering & Optimization: Act as the principal architect of internal workflows, applying Lean methodologies to identify and eliminate friction points, enhance efficiency, and reduce lead time between technical product updates and live operational execution.

• SLA & KPI Governance: Direct the management of operational metrics with financial rigor, balancing aggressive player-facing Service Level Agreements (SLAs) with strict budget adherence and contributing to corporate profitability (e.g., Net Gaming Revenue protection).

• Strategic Technical-Functional Bridge: Serve as the primary liaison between technical teams (Product/IT) and functional operations (CS/Risk), ensuring platform stability is maintained during all deployments, incident responses, and new feature integrations while protecting the player experience.

• Real-Time Data-Driven Agility: Leverage Business Intelligence Analytics to translate data into actionable insights, dynamically adjusting operational strategies, resource allocation, and risk thresholds based on real-time traffic surges, player trends, and emerging threat vectors.

• Incident Command & Resolution: Act as the final escalation point for critical platform disruptions, leading "War Room" efforts during operational crises, ensuring rapid resolution, transparent stakeholder communication, and thorough post-mortem analysis to prevent recurrence.

• Performance Management & Team Development: Identify performance gaps within multi-functional teams and implement robust talent development frameworks (e.g., Hiring, Training, Deployment, Retraining) to foster a high-velocity talent pipeline.

The Successful Candidate:

• 7-10 years of progressive experience in Operations Management, with a mandatory background in iGaming, Fintech, or High-Volume Digital Platforms.

• Demonstrated experience managing at least three of the following operational domains: Customer Service, Risk/Fraud, Business Intelligence Analytics, Product Coordination, or IT Operations. ∙ Proven track record of building, managing, and developing large, multi-functional teams within a high pressure, 24/7 operational environment.

• Deep expertise in SLA management, KPI governance, and process design, with verifiable examples of optimizing workflows to improve output and efficiency.

• Ability to effectively bridge the gap between technical and business stakeholders, comfortable discussing API integrations, platform stability, and data attribution.

• Bachelor’s Degree in Business Administration, Management, Engineering, or a related quantitative field.

• Proficiency in Lean methodologies, Six Sigma, or other process improvement frameworks. ∙ Advanced experience utilizing data visualization tools (e.g., Tableau, Power BI) to drive real-time operational decision-making.

• Hands-on experience with high-level CRM and automation tools (e.g., Braze, Optimove, Salesforce) for player lifecycle management.

• A solid understanding of behavioral psychology as it relates to player engagement and churn in gaming environments.

• Experience acting as an Incident Commander or leading crisis management during critical platform outages or large-scale fraud attacks.

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.