Operational Excellence & Enablement Manager
This role drives process improvement across Customer Operations, working alongside Fraud & Payments (FP), Responsible Gaming (RG), Customer Support (CS), and Anti-Money Laundering (AML). The manager will build a first-hand understanding of how each function operates, partner with key stakeholders to identify friction points and breakdowns, both internal and customer-facing, and prioritise high-impact fixes, starting with the gaps generating the highest volume of cross-departmental escalations.
The manager will work with the relevant teams to redesign workflows, automate manual steps, and align on shared ways of working. Major initiatives are supported by the Ops Project Management team for tracking and delivery, with ownership shared between this role and the operational teams involved. This role also owns operational business reporting, working closely with the Director of Operational Excellence and Performance to give leadership timely, accurate performance insights.
- Build and maintain a deep understanding of end-to-end workflows and handoffs across RFP, RG, CS, and AML.
- Map cross-departmental processes to identify where handoffs break down, work stalls, or duplicate effort occurs.
- Maintain a live, prioritized backlog of process issues weighted by frequency and business impact.
- Track and analyze cross-departmental escalations to identify high-volume root causes.
- Prioritize improvement initiatives based on internal impact and reduction of player friction (e.g., verification delays, payment holds, RG interventions).
- Report escalation trends, root causes, and player-impact metrics to leadership.
- Redesign processes end-to-end to address structural root causes.
- Identify opportunities to eliminate manual effort and implement automation (workflow routing, RPA, AI-driven process improvements) in partnership with Product, Technology, and Process Improvement & Automation teams.
- Build business cases for automation, establishing clear ROI, efficiency gains, and tracked hours saved.
- Own daily, weekly, monthly, and yearly operational performance reporting across Customer Operations in partnership with the Director of Operational Excellence and Performance.
- Translate raw performance data into actionable strategic insights for leadership, highlighting key trends and risks.
- Connect reporting metrics directly back to process improvement and automation initiatives to demonstrate tangible impact.
- Drive major process and automation initiatives from problem identification through implementation.
- Partner with the Ops Project Management team for milestone tracking and delivery support while holding accountability for change outcomes.
- Ensure operational readiness prior to launch, including impact assessments, training needs, and complete documentation.
- Act as the connective link across RFP, RG, CS, AML, Product, Technology, and Compliance.
- Facilitate alignment, resolve process ownership disputes early, and foster a continuous-improvement operational culture.
- 3+ years of experience in iGaming or a similar fast-paced tech/operational industry (required).
- Proven track record in process mapping, root-cause analysis, and cross-departmental process redesign (required).
- Strong background in operational reporting, data visualization, and translating performance data into strategic business insights (required).
- Hands-on familiarity with process automation tools, AI-driven operational tools, workflow routing, or RPA technologies (required).
- Demonstrated experience collaborating across multi-functional operational teams (e.g., Fraud, Payments, Customer Support, Compliance) (required).
- Excellent stakeholder management and communication skills with the ability to navigate change management smoothly (required).
- Hybrid work policy
- 4 weeks of Workation (T&C apply)
- Well-being allowance to support your active lifestyle
- Private health insurance
- Discounts across a range of retailers, gyms, bars & restaurants
- Employee assistance program
LeoVegas Group is a Swedish mobile-first iGaming company founded in 2011, headquartered in Stockholm with its main operational hub in Sliema, Malta. A pioneer of mobile casino, it operates online casino and sportsbook products across regulated markets through brands including LeoVegas, BetUK, Expekt, Pink Casino and GoGo Casino. In 2022 the group was acquired by MGM Resorts International and now serves as MGM's international online-gaming arm, having previously been listed on Nasdaq Stockholm.