Player Operations & Process Improvement Lead

AdmiralBet; Roma; Hybrid; EUR 35,000 - 40,000; Full time

Benefits offered by this job

Hybrid work model based in Rome office

Corporate welfare benefits

Continuous training plan

Job summary

AdmiralBet, the Italian subsidiary of Greentube GmbH and part of the NOVOMATIC Group, seeks a Players Operations Supervisor to coordinate player lifecycle management, customer operations, and cross-functional initiatives in a hybrid Rome-based role.

You will oversee daily operations, monitor KPIs, and drive process improvements to enhance player satisfaction and efficiency, including automation opportunities and testing of new tools.

Qualifications

• Degree in Business Administration, Economics, Management Engineering, or equivalent field.
• 3-5 years in Operations, PM, or Customer Operations roles.
• Experience coordinating cross-functional projects.
• Strong analytical and organizational skills.
• Experience with process analysis and optimization is a plus.

Responsibilities

• Supervise daily operational activities related to player account management and customer operations.
• Ensure compliance with internal procedures, company policies, and regulatory requirements.
• Monitor operational KPIs and service levels, identifying areas for improvement.
• Manage and coordinate escalations related to player operations and customer journeys.
• Track operational issues, action plans and dependencies until final resolution.
• Analyze operational workflows and propose improvements to increase efficiency and service quality.
• Support the implementation of new operational processes, tools, and procedures.
• Collaborate with internal stakeholders to optimize customer-facing operations.
• Contribute to the continuous improvement of the player experience.
• Identify opportunities to improve operational efficiency through automation and AI-enabled solutions.
• Support testing and validation of new operational processes and tools.
• Coordinate operational projects and initiatives across multiple departments.
• Monitor project timelines, deliverables, and progress updates.
• Support change management activities related to new processes and systems.
• Ensure effective communication between business and operational teams.
• Prepare regular reports on operational performance, service quality, and key metrics.
• Analyze trends and identify potential risks or bottlenecks.
• Provide data-driven recommendations to management.
• Support business reviews and operational planning activities.
• Support identification and monitoring of bottlenecks and recurring issues.

Skills

Project coordination

Stakeholder management

Analytical skills

Leadership

Cross-functional collaboration

MS Excel

MS PowerPoint

English proficiency

Education

Bachelor degree or equivalent

Tools

Jira

Confluence

Azure DevOps

Job description

AdmiralBet, the Italian subsidiary of Greentube GmbH and part of the NOVOMATIC Group, seeks a Players Operations Supervisor to coordinate player lifecycle management, customer operations, and cross-functional initiatives in a hybrid Rome-based role.

You will oversee daily operations, monitor KPIs, and drive process improvements to enhance player satisfaction and efficiency, including automation opportunities and testing of new tools.