Head Of Operations | Chief Operating Officer | COO

Skip Pty Ltd; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Job summary

NextBet, Australia’s fastest‑growing online bookmaker, seeks a Head of Operations/COO to unify client management, customer service and trading under a single operational strategy. You will set direction, build accountable processes, and ensure 24/7 coverage while protecting team wellbeing.

You’ll shape growth with a strong emphasis on commercial outcomes and responsible gambling, working closely with the leadership team to scale the business in a fast‑paced market.

Qualifications

• Proven experience leading operations in an online wagering business.
• Track record of building processes and accountability frameworks.
• Strong understanding of trading and risk management in wagering.
• Experience leading multi-function teams and people management.
• Commercial acumen with focus on profitability and growth.
• Ability to set strategy and translate into repeatable execution.
• Experience managing 24/7 operations including rostering.
• Sound judgement on responsible gambling and regulatory obligations.
• Competitive salary plus bonus structure.
• Influence over how the business operates and scales.
• Lead a high-performing team at a growth stage.

Responsibilities

• Own the operational performance of client management, customer service and trading with KPIs.
• Design processes that standardise team operations from escalation to trading workflows.
• Build and lead the management structure across teams, including hiring and coaching.
• Ensure trading operates efficiently and manage risk and pricing in line with objectives.
• Drive customer service standards to support retention and protect the brand.
• Set client management strategy with tracking processes for activity.
• Identify bottlenecks between teams and resolve cross-functional issues.
• Report operational performance to senior leadership with clear visibility.
• Create rosters and processes for 24/7 coverage while protecting wellbeing.

Skills

Operations leadership

Wagering domain

Process design

Risk management

People management

Strategic planning

24/7 rostering

Responsible gambling

Commercial acumen

Change leadership

Job description

Head Of Operations | Chief Operating Officer | COO

Join NextBet, Australia's Fastest-Growing Online Bookmaker

Lead operations across client management, customer service and trading for a fast scaling wagering business

Build the processes and accountability structures that let three teams run as one

Flexible hybrid working

About Us

NextBet is an Australian wagering and technology company on a mission to become the leading challenger brand in the market. We build our own technology in-house, giving us full control over the products we ship and the experiences we create, rather than relying on third-party platforms. We're growing fast through strategic acquisitions and a focus on an underserved segment of punters who want more than the mass-market experience, backed by a genuine Daily Fantasy Sports offering that's the only one of its kind in Australia. It's a hands-on, high-growth environment where the work you do has a direct impact on the company's trajectory.

Committed to Responsible Gambling

We are committed to responsible gambling to ensure our customers enjoy a safe and entertaining experience.

About the Role

We're looking for an experienced Head of Operations to lead our client management, customer service and trading teams. You'll bring these functions together under one operational strategy, with clear processes and accountability at every level, so performance is consistent and easy to track.

This is a senior leadership role. You'll set direction for each team, build the systems that keep them accountable to their targets, and make sure day-to-day execution ties back to commercial goals. You'll work closely with the leadership team to shape how the business scales.

As our operations run 24/7, you'll need to build structures and rosters that keep the business covered around the clock, without burning out your teams.

Key Responsibilities

Own the operational performance of client management, customer service and trading, setting clear KPIs and building the reporting and accountability structures to track them

Design and implement processes that standardise how each team operates, from escalation handling to trading workflows to managed client pipeline management

Build and lead the management structure across these teams, including hiring, coaching and performance management

Ensure trading operates efficiently and commercially, working with the trading team to manage risk and pricing decisions in line with business objectives

Drive customer service standards that support retention and protect the brand, including response times, consistency, quality, and escalation handling

Set client management strategy and targets, with processes in place to track individual and team activity

Identify and resolve operational bottlenecks between teams, particularly where client management, customer service and trading intersect

Report on operational performance to senior leadership, with clear visibility on what's working and what needs attention

Build rosters and processes that maintain 24/7 coverage without compromising team wellbeing

Key Skills and Experience Required

Proven experience leading operations in an online wagering business, ideally across sales, customer service and trading

Track record of building processes and accountability frameworks from the ground up, not just operating within existing ones

Strong understanding of trading and risk management within a wagering context

Track record of building and leading multi-function teams, with strong people management experience

Commercial acumen, with a focus on profitability and sustainable growth

Ability to set strategy and translate it into repeatable, measurable operational execution

Experience managing 24/7 operations, including rostering and coverage planning

Sound judgement on responsible gambling and regulatory obligations

Competitive salary plus bonus structure

Real influence over how the business operates and scales

Opportunity to lead a motivated, high-performing team at a critical growth stage

Fun and vibrant work environment surrounded by 24/7 racing and sports