Country Study Operations Manager I
Parexel
Head of Operations
BetWarrior
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇪🇸 Spain
Visit company websiteJob Level
Lead
About the role
- Lead and ensure 24/7 operational excellence in customer support, risk management, payments, and fraud
- Maintain the highest standards of service quality and proactively mitigate operational risks
- Design and implement innovative strategies to maximize team productivity and efficiency
- Develop and present insightful weekly reports based on key operational KPIs (SLA, CSAT, FCR, detected fraud, etc.)
- Prepare a consolidated monthly report summarizing operational efficiency, strategic project progress, critical incidents, and robust mitigation plans
- Drive project and area OKR tracking, ensuring objective achievement
- Collaborate closely with key areas (CRM, Compliance, Product, etc.) to deliver an exceptional and seamless user experience
- Establish and optimize end-to-end, customer-centric interdepartmental procedures to eliminate bottlenecks and minimize waste
- Identify and implement opportunities to optimize area costs (€/unique user and €/ticket)
- Strategically negotiate with suppliers to secure the best conditions
- Efficiently plan and size operations teams to meet changing demands
Requirements
- 3-5 years of demonstrable experience in a similar role
- Advanced proficiency in English, both spoken and written
- Experience with ticketing management tools
- Solid knowledge of AML and RG
- Experience with project management and high-value documentation tools (Jira/Confluence)
- Deep knowledge of KYC and validation systems (documentary, data, biometrics)
- A strong drive for automation and the strategic implementation of Artificial Intelligence
- Innate curiosity and exceptional analytical ability to delve into data and detect anomalous patterns
- Advanced proficiency in Excel, PowerBI, or data analysis tools
- Proven experience in managing teams and processes in dynamic online environments
- Practical experience with Zendesk (bonus)
- Proficiency in Portuguese (bonus)
- Deep knowledge of the exciting e-gambling sector (bonus)
Benefits
- Health insurance
- Flexible working hours
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
project managementdata analysisautomationKYCAMLRGExcelPowerBIticketing managementfraud detection
Soft skills
analytical abilitycuriosityteam managementcommunicationstrategic thinkingnegotiationproblem-solvingcollaborationleadershipadaptability
