iGaming Operations Manager

Mandarin SolutionsMadrid, Comunidad de Madrid, España

Hace 29 días

Descripción del trabajo

Overview

Join to apply for the iGaming Operations Manager role at Mandarin Solutions .

We are an IT company occupying a remarkable place in marketing, gaming, and financial segments of the iGaming industry. Our products are successfully implemented in European, African, and Latin American markets. We strive for fun, elegance, and efficiency in everything we do, with a relaxed, homelike working environment. This is a full-time role in our Madrid office.

Responsibilities

In this pivotal role, you will be responsible for ensuring the smooth execution of day-to-day operations, managing cross-team workflows, maintaining service quality and security standards, and driving continuous process improvement. You will act as the bridge between product, compliance, payments, customer support, and regional teams to ensure our operational backbone is robust, scalable, and aligned with business goals.

Oversee all daily operations, ensuring seamless functionality across departments.
Monitor platform performance, ensure smooth gameplay, and maintain technical stability.
Collaborate with product teams to optimize the platform and games for the Argentinian market.
Develop and implement operational procedures to improve efficiency and player satisfaction.
Sync work and act as the main point of contact between local operations and headquarters, ensuring alignment on goals and strategies.
Support daily operations with CRM / Platform-related queries, ensuring timely and effective resolutions.

Process & Workflow Management

Design, document, and continuously improve SOPs for daily operational tasks.

Map and maintain cross-team workflows and OLAs to ensure clear responsibilities.

Coordinate with functional teams (KYC, AML, CS, Payments, Game Ops, etc.) to streamline processes and resolve bottlenecks.

Security & Access Control

Oversee access rights and permission management in back-office tools, ensuring robust security and data protection compliance.

Define and enforce access protocols to safeguard customer and company information.

Performance Tracking & Monitoring

Implement and manage live dashboards, KPIs, and alerting systems to track SLA adherence, operational performance, and risk signals.

Lead short performance review sessions to assign actions, resolve issues, and ensure accountability.

Incident & Release Management

Own the incident response process : open incident calls, coordinate cross-functional communication, provide regular updates, and lead post-incident reviews.

Approve and monitor release plans, including go / no-go decisions and rollback strategies.

Coordinate User Acceptance Testing (UAT) and ensure local release readiness, including legal, content, payments, and customer support validations.

Cross-Team Coordination & Local Enablement

Support regional operations teams by validating localization requirements, ensuring release readiness for specific markets, and aligning practices with country-level compliance and user expectations.

Facilitate clear communication and collaboration between HQ shared services and local operations.

Requirements

Essential

2+ years of experience in operations management, business operations, or service delivery in iGaming.

Understanding of SLA / OLA management, incident handling, and process design.

Ability to manage cross-functional stakeholders and complex workflows.

Excellent organizational skills with meticulous attention to detail.

Strong analytical mindset with experience in KPI dashboards, reporting, or performance tracking.

Fluency in English (additional languages such as Spanish or Russian is a plus).

Preferred

Experience working with CRM operations, payment operations, or customer support environments.

Hands-on experience with tools such as Jira, Confluence, BI dashboards, or similar platforms.

From our part, we are ready to provide you with full support to cope with these tasks. Our Operations Department is waiting for you to become an indispensable part of it!

Employment type : Full-time | Location : Madrid, Spain

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Operation Manager • Madrid, Comunidad de Madrid, España