Head of Operations

GBL (Green Brick Labs); Waterloo; On-site; CAD 120,000 - 180,000; Full time

Job summary

A leading gambling brand is seeking a Head of Operations to oversee and enhance operational functions within a regulated environment. The role demands a results-driven leader with substantial industry knowledge and a focus on KPIs, team management, and compliance across various gaming verticals. This position offers competitive remuneration, dynamic work culture, and opportunities for professional growth.

Benefits

Competitive salary and performance bonus

Opportunity for growth

Dynamic and inclusive work culture

Flexible working arrangements

Qualifications

• Proven operations leadership experience in a regulated environment.
• Strong knowledge of gaming operations and associated technologies.
• Experience with AML, KYC, and licensing obligations.

Responsibilities

• Lead and optimize day-to-day operations across gaming verticals.
• Build and mentor operational teams; set and monitor KPIs.
• Ensure compliance with regulatory requirements and operational excellence.

Skills

Leadership

Analytical skills

Stakeholder management

Tools

CRM

BI tools

Incident management systems

Job description

Job Overview

• We are seeking an experienced and results-driven Head of Operations to lead and optimize our day-to-day operational functions in a fast-paced and highly regulated gambling environment.
• The ideal candidate will bring deep industry knowledge, strong leadership, and a data-driven mindset to ensure operational excellence across multiple verticals including casino, sportsbook, payments, customer support, compliance, and risk.

Key Responsibilities

Operational Strategy & Execution

• Develop, manage and improve business operations from product delivery, third party vendor management, and supporting site operations
• Translate strategic plans into actionable roadmaps for departments such as payments, support, and platform operations.

Team Leadership & Management

• Build, lead, and mentor cross-functional operational teams across geographies and product lines.
• Set clear KPIs, monitor performance, and drive a culture of continuous improvement and accountability.

Customer Experience & Support Operations

• Oversee customer support strategy to ensure top-tier service levels, response times, and resolution quality.
• Design and refine support tools, escalation paths, and feedback loops to enhance customer retention.

Platform & Product Operations

• Work with product, tech, and QA to manage incident response, platform stability, and uptime reporting.
• Coordinate releases and new product updates to avoid disruption of critical services.

Compliance & Licensing Support

• Ensure operational processes meet all licensing obligations and responsible gambling requirements across jurisdictions.
• Work closely with Legal and Compliance teams to adapt operations to changing regulatory requirements.

Data, Reporting & Optimization

• Utilize dashboards and analytics to measure performance across customer journeys, support, and back-office functions.
• Identify bottlenecks and inefficiencies, and implement solutions to enhance scalability and margin.

Qualifications

• Proven experience in an operations leadership role.
• Strong understanding of sportsbook, casino, or lottery operations and associated technology platforms.
• Demonstrated experience managing large teams and overseeing multi-market operations.
• Deep knowledge of AML, KYC, and licensing obligations within regulated gambling environments.
• Exceptional analytical, organizational, and decision-making skills.
• Excellent communication and stakeholder management abilities.
• Experience with CRM, BI tools, and incident management systems.

Desirable

• Familiarity with regulatory bodies such as IGO, UKGC, AGCO, MGA, or other Tier 1 jurisdictions.
• Technical background
• Experience scaling operations in a high-growth digital business.
• Passion for player protection, innovation, and operational efficiency.

What We Offer

• Competitive salary and performance bonus
• Opportunity to shape the future of a growing gambling brand
• Dynamic and inclusive work culture
• Professional development and advancement opportunities
• Flexible working arrangements

If you’re a proactive and driven professional passionate about leading technical teams and delivering operational excellence, we’d love to hear from you!