Customer Experience Operations Manager
We are looking for a new Operations Manager! Are you a natural-born leader with excellent communication skills? Do you want to be part of the journey to take our Customer Experience to the highest level with your positive and creative energy? Working closely with the Director of Customer Operations, your role will serve as the bridge between the strategic development and operational execution of all player communication, KYC and seamless withdrawal processes. You will be responsible for the day to day smooth running of the overall Customer Experience team. You will ensure that our key results are met and exceeded. You are the 'go-to' person for anything that will affect the support team, you are the support hawk!
- Monitor the effectiveness of the team against departmental SLAs and team KPIs, driving through change as needed to deliver continual service improvement
- Instill a high-performance culture in the team with a focus on customer excellence, teamwork, case ownership, and curiosity
- Set and cascade business objectives targets to the team and be data driven to back up decisions, including the business’s OKR strategy
- Develop and coach Team Leaders and Agents to ensure that we work as a team to deliver customer excellence
- Analyse customer satisfaction ratings, respond to customer feedback, and provide areas for improvement on a regular basis
- Coordinate updates to and from the rest of the business, including weekly and monthly reporting on performance, you are the voice of the customer
- Drive continuous improvement cycles of the team’s performance and company processes
- Coordinate motivational activities (including managing team budget, capacity planning and team morale)
- Recruitment for Customer Experience Agents and Team Leaders
- Cash flow management for client funds held in payment providers
- Help, assist and participate in the completion of the ISO27001 or other Information Security Standards implementation and future ongoing recertifications
- Other Ad-hoc duties
- Regulated iGaming Industry professional with 2 years of experience as an Operations Manager or 5 years of experience as a Seasoned Team Leader (required)
- Strong communication skills, both written and verbal. Speaking public to larger groups is seen as a plus! (required)
- Fluency in both written and spoken English (required)
- Analytical mindset and is always questioning ‘the norm’; you make suggestions to improve the department (required)
- Proven ability to lead and motivate team members (required)
- Team player but also works on own initiative (required)
- A competitive remuneration package inc. a company bonus scheme!
- Fantastic quarterly team events and weekly company events
- A one-time bonus to help you set up a comfortable workstation at home (we’re truly Hybrid!)
- On top of our Hybrid work arrangement, up to 40 days a year to work fully remote from anywhere
- Wellbeing allowance
- A comprehensive, International Private Health Insurance
- Lunch at the office on Mondays, Tuesdays and Wednesdays
ComeOn Group is a global iGaming operator founded in 2008, which launched its first online brand in 2010. It runs more than 20 casino and sports betting brands on its proprietary platform, offering a secure, entertainment-led player experience across multiple markets. The company employs over 500 people across seven main locations and operates as an international iGaming employer. ComeOn Group is headquartered in St Julian's, Malta.