Player Operations Supervisor

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

Are you passionate about operational excellence, project coordination, and stakeholder management?

AdmiralBet, the Italian subsidiary of Greentube GmbH and part of the NOVOMATIC Group, is looking for a Players Operations Supervisor to support and coordinate operational activities related to player lifecycle management, customer operations, and cross-functional business initiatives.

You will be responsible for ensuring smooth execution of operational processes, monitoring service performance, coordinating projects, and driving continuous improvements to enhance player satisfaction and operational efficiency.

What will you do

Players Operations Management

• 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.

Process Improvement & Business Operations

• 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.

Project Coordination

• 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.

Reporting & Performance Monitoring

• Prepare regular reports on operational performance, service quality, and key metrics;
• Analyze trends and identify potential risks or operational bottlenecks;
• Provide data-driven recommendations to management;
• Support business reviews and operational planning activities.
• Support the identification and monitoring of operational bottlenecks and recurring issues.

Cross-Functional Collaboration

• Work closely with Customer Service, Marketing, Compliance, Product, and IT teams;
• Act as a point of reference for operational topics and process-related initiatives;
• Support alignment among departments to ensure efficient execution of business objectives.

Who are we looking for

• Degree in Business Administration, Economics, Management Engineering, or equivalent field;
• At least 3-5 years of experience in Operations, Project Management, Customer Operations, or similar roles;
• Experience coordinating projects and cross-functional activities;
• Strong analytical and organizational skills;
• Experience in process analysis, process optimization or continuous improvement initiatives is considered a plus.
• Ability to manage multiple priorities and deadlines;
• Excellent communication and stakeholder management skills;
• Good knowledge of MS Office, especially Excel and PowerPoint;
• Experience with project management, workflow management and collaboration tools (e.g. Jira, Confluence, Azure DevOps) is considered a plus.
• Good knowledge of spoken and written English;
• Experience in the gaming industry is considered a plus.

Personal skills

• Structured and proactive approach;
• Strong problem-solving attitude;
• Attention to detail and operational excellence;
• Leadership and coordination skills;
• Ability to work both independently and in a team;
• Adaptability in a dynamic and fast-paced environment.

What do we offer

• Corporate welfare benefits;
• Hybrid work model based in our Rome office, with smart working options;
• Dynamic and collaborative environment, also supported by seasonal company events and team building initiatives;
• Continuous and relevant training plan
• Opportunity to contribute to strategic operational initiatives;
• Contract and level commensurate with experience;
• Salary range between € 35.000 and € 40.000 gross per year.

AdmiralBet promotes an inclusive work environment and ensures equal opportunities. As a company certified under the UNI/PdR 125:2022 Gender Equality Management System, we are committed to fostering a fair, diverse, and inclusive workplace.

The position is open to all genders (L. 903/77) and all nationalities in accordance with Legislative Decrees 215/03 and 216/03.