Head of Operations

Client of Betting Jobs; United Arab Emirates; On-site; AED 200,000 - 300,000; Full time

Job summary

A leading company in the online gaming sector is seeking a senior leader to oversee operations across various teams including Fraud & Risk and CRM. The ideal candidate will have significant experience in managing large teams and implementing effective gamification strategies to drive player engagement and operational efficiency. This position demands a calm and decisive leader, capable of navigating high-pressure situations while ensuring robust fraud prevention and risk management protocols.

Qualifications

• 5-10 years in senior online casino roles at a Tier-1 operator.
• Experience managing 40+ headcount across multiple departments.
• Strong track record in fraud prevention and risk handling.

Responsibilities

• Build and lead CS, Payments, Fraud & Risk, CRM teams.
• Ensure smooth daily operations and manage crisis frameworks.
• Analyze bonus costs and optimize promotions.

Skills

Fraud prevention

Risk handling

Gamification strategies

Team management

Data analysis

High-pressure decision making

Job description

• Build and lead CS, Payments, Fraud & Risk, CRM, VIP, Retention, and Telesales teams, prioritising per roadmap.
• Hire, structure, and scale for efficiency, CX, and fraud prevention; develop SOPs across ops.
• Ensure smooth daily operations: uptime, support, payments, and cross-team coordination.
• Implement escalation and crisis frameworks; enforce advanced fraud & risk controls.
• Collaborate with KYC, AML, and compliance to maintain integrity.
• Oversee deposits, withdrawals, liquidity, and player funds.
• Drive gamification (missions, streaks, leaderboards) and align ops with campaigns.
• Analyse bonus costs, risks, and ROI; benchmark and optimise promotions.
• Execute mass promos, backend configs, and recovery plans.
• Develop VIP strategy (AMs, perks, tracking, upsell) and tiered retention.
• Monitor margins, player behaviour, and vertical performance.
• Partner with BI and product to pre-empt issues and revenue risks.

Requirements:

• 5 10 years in senior online casino roles, ideally at a Tier-1 operator
• Proven ability to manage 40+ headcount across multiple departments
• Deep belief in and proven experience implementing gamification strategies
• Strong track record in fraud prevention and risk handling
• Experience managing reserve funds, float, and payout timelines
• Can evaluate, launch, and adjust promo campaigns with full bonus cost analysis
• Understands competitive benchmarks, product profitability, and player trends
• Comfortable working with dashboards and making decisions based on metrics
• Calm and decisive in high-pressure situations, from system downtime to payment delays
• Experience aligning support, product, finance, and compliance goals

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