Head Of Operations

Boston Link; Valladolid; A distancia; MXN 1,108,000 - 1,479,000; Jornada completa

Descripción de la vacante

A leading recruitment firm is seeking a Head of Operations to lead a team focusing on Customer Support, Risk, Payments, and Fraud across LATAM. The ideal candidate has 3-5 years of leadership experience in iGaming, is fluent in Spanish and English, and has a strong analytical mindset. This role offers a competitive salary up to USD 80,000 and allows remote work across Europe and LATAM.

Formación

• 3–5 years of leadership experience in Operations within iGaming or digital platform businesses.
• Strong people manager experience leading multi-country teams.
• Understanding of KYC, AML, and Responsible Gaming practices.

Responsabilidades

• Lead and develop a large regional team covering Customer Support, Risk, Payments, and Fraud.
• Drive operational excellence ensuring speed, quality, and compliance.
• Use data and KPIs to make informed business decisions.

Conocimientos

Leadership in Operations

Team Management

Fluent Spanish

Fluent English

Data Analysis

Process Automation

Customer Centricity

Educación

Academic background in Communications, Industrial or Systems Engineering

Herramientas

Jira

Confluence

Excel

Power BI

Zendesk

Descripción del empleo

Boston Link Recruitment is partnering with a fast-growing iGaming operator that’s scaling across Latin America and beyond. The company is now looking for an experienced Head of Operations to elevate performance, streamline processes, and lead a 50-person operations function spanning Customer Support, Risk, Payments, and Fraud.

This is a senior role reporting to the Director of Operations, ideal for someone who thrives in a fast-paced, online environment—where automation, AI-driven solutions, and operational excellence make the difference.

You’ll be the link between leadership and front-line teams, driving continuous improvement while ensuring every customer interaction meets the highest standards.

What makes this role exciting

• Lead and develop a large regional team (50+) covering Customer Support, Risk, Payments, and Fraud.
• Drive 24/7 operational excellence , ensuring speed, quality, and compliance across all touchpoints.
• Collaborate closely with the Director of Operations and department heads to optimize processes and eliminate inefficiencies.
• Use data, KPIs, and analytics (CSAT, SLA, FCR, fraud detection rates, etc.) to make smarter business decisions.
• Champion process automation and AI adoption to boost scalability and efficiency.
• Oversee team planning, structure, and resourcing to support evolving business demands.
• Deliver insightful weekly and monthly performance reports for senior management.
• Build seamless, customer-centric workflows across CRM, Compliance, and Product teams.
• Negotiate with external vendors to optimize operational costs and service quality.

This is a LATAM-focused role and your level of Spanish must be at fluent or native level.

Applicants from Spain are able to be employed directly with the company. Applicants from other countries would be working on a B2B basis.

Remote (Europe / LATAM)

Full-time

Up to USD 80,000 (negotiable)

Who this role is perfect for

• 3–5 years of leadership experience in Operations within iGaming, eCommerce, or digital platform businesses .
• Strong people manager with experience leading multi-country teams .
• Fluent in English and Spanish (Portuguese a plus).
• Academic background in Communications, Industrial or Systems Engineering, or related fields .
• Proficient with Jira, Confluence, Excel, Power BI, and ticketing tools (Zendesk a plus).
• Strong understanding of KYC, AML, and Responsible Gaming practices.
• Analytical mindset with a passion for data, automation, and process innovation .
• Confident communicator capable of influencing at all levels and leading operational transformation.

Why this role stands out

• Lead a critical function in one of the fastest-growing iGaming businesses in the LATAM region.
• Work with experienced leaders across Spain, Costa Rica, and Latin America.
• Shape the future of how the business delivers quality, speed, and efficiency at scale.