Operations

• Act as the catalyst for transforming Customer Service and Operations processes to ensure smooth, secure, and memorable player interactions
• Identify bottlenecks and transform complex workflows into streamlined, automated systems to boost efficiency and customer satisfaction
• Create clear, living documentation that evolves with processes to ensure consistent execution
• Collaborate with Training, QA, Fraud, and Payments teams to embed improvements into daily operations
• Map player journeys to uncover friction points and design solutions balancing security with exceptional user experience
• Apply fraud and payments knowledge to implement risk‑smart optimisations that protect the business while removing unnecessary barriers
• Ensure operational enhancements align with broader business objectives and drive measurable impact

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