iGaming Operations Lead: Build & Scale 0-to-1 (Remote)

Usobi; Malaysia; Hybrid; MYR 113,000 - 226,000; Full time

Benefits offered by this job

Visa & accommodation covered

Remote work initially; Malaysia onsite

Meal allowance

Job summary

Usobi is building its B2C iGaming platform and Operations team from the ground up. The Operations Manager will support the Operations Director in shaping the overall operations framework, oversee daily operations, team performance, member lifecycle, customer service, promotions, VIP management, game operations and data reporting.

During preparation, you will help hire, develop SOPs and KPIs, test platforms, and contribute to launch readiness, collaborating with Product, Technology, Marketing,

Qualifications

• 3+ years of experience in iGaming / online gaming or related industries.
• 1–2+ years in an Operations Manager, Team Lead, or equivalent management role.
• Proven experience managing an Operations team.
• Strong understanding of member lifecycle and daily player operations.
• Familiar with Customer Service, Promotions, VIP, and Game Operations.
• Good data analysis and problem-solving skills.
• Experience with KPIs, SOPs, reporting, and team performance management.
• Strong training, team management, and cross-functional communication skills.
• Able to independently handle daily operational issues and unexpected situations.

Responsibilities

• Support the Operations Director in building the Operations team, including hiring, training, SOPs, KPIs, and performance management.
• Manage daily operations, team assignments, execution, and performance.
• Monitor member acquisition, activity, retention, churn, and reactivation.
• Manage member lifecycle operations and support VIP / high-value member management.
• Coordinate promotions, game operations, and customer service quality.
• Handle major member issues, complaints, and operational incidents.
• Prepare and analyze daily, weekly, and monthly operational reports.
• Monitor key metrics related to members, deposits, promotions, retention, and customer service.
• Identify operational issues through data and propose improvements.
• Participate in platform functionality discussions, testing, acceptance, and launch preparation.
• Work closely with Product, Technology, Marketing, Risk, Finance, and HR teams.
• Ensure operational strategies, SOPs, and business targets are effectively executed.

Skills

Operations management

Team leadership

Data analysis

KPI tracking

SOP development

Cross-functional collaboration

Customer service knowledge

Problem solving

Platform testing

VIP operations

Tools

CRM software

BI tools

Excel

Job description

Usobi is building its B2C iGaming platform and Operations team from the ground up. The Operations Manager will support the Operations Director in shaping the overall operations framework, oversee daily operations, team performance, member lifecycle, customer service, promotions, VIP management, game operations and data reporting.

During preparation, you will help hire, develop SOPs and KPIs, test platforms, and contribute to launch readiness, collaborating with Product, Technology, Marketing,