Senior Manager, Player Operations

About the role

This is a high-impact leadership role where you'll partner with senior stakeholders to optimize player operations, streamline processes, and create exceptional experiences for millions of players worldwide.

Responsibilities

• Lead and scale Player Operations programs across player support, payments, escalations, and retention-related workflows to deliver a seamless player experience.
• Drive cross-functional alignment between Product, Engineering, Payments, Compliance, VIP, and Operations teams, ensuring priorities are clearly communicated and executed.
• Identify, prioritize, and implement process improvements, automation opportunities, and operational efficiencies that improve scalability, quality, and cost effectiveness.
• Establish and oversee operational governance frameworks, including quality assurance, performance monitoring, reporting, and change management processes.
• Partner with stakeholders to define business requirements, influence prioritization, and drive successful execution of operational initiatives.
• Develop and lead a high-performing team by setting clear objectives, driving accountability, and fostering continuous improvement and professional growth.

Key Competencies

• Operational Excellence: Demonstrates a track record of improving processes, increasing efficiency, and driving scalable operational solutions.
• Cross-Functional Leadership: Builds strong partnerships across teams and aligns stakeholders around common goals and priorities.
• Strategic Execution: Translates business objectives into actionable plans and delivers results through disciplined execution.
• Data-Driven Decision Making: Uses data and insights to identify opportunities, measure impact, and drive continuous improvement.
• Change Management: Effectively leads operational change initiatives and drives adoption across teams and stakeholders.
• People Leadership: Coaches, develops, and motivates teams while fostering a culture of accountability, collaboration, and high performance.

Experience

• 8+ years of experience in Operations, Customer Support, Player Experience, Program Management, Business Operations, or related functions within a fast-paced technology or consumer-facing environment.
• Proven experience leading cross-functional initiatives involving multiple stakeholders and operational teams.
• Demonstrated success driving process optimization, workflow automation, and operational scalability.
• Experience establishing operational metrics, quality programs, governance frameworks, and performance reporting.
• Strong analytical and problem-solving skills with experience using data to drive business decisions and operational improvements.
• Prior people management experience, including coaching, performance management, and team development.

Total Starting Compensation including Base + Bonus + Equity

$160,000

Location

Onsite, Las Vegas, NV