Operations Director

Usobi; Malaysia; Hybrid; MYR 181,000 - 542,000; Full time

Benefits offered by this job

Meal allowance provided

Remote initially, then Malaysia onsite

Job summary

Usobi is building its B2C iGaming platform and Operations team from 0 to 1. The Operations Director will lead the overall operations strategy, team structure, member lifecycle, customer service, promotions, and game operations to drive business performance.

The role will establish core operations functions, define KPIs, SOPs, and reporting, and coordinate with Technology, Marketing, Risk, Finance, and HR to ensure a seamless platform launch and ongoing growth.

Qualifications

• 5+ years of experience in iGaming / online gaming or related industries.
• 2–3+ years at Operations Director, Head, or equivalent senior management level.
• Proven experience building and managing Operations teams from 0 to 1.
• Experience managing multiple functions, including Operations, Customer Service, Promotions, VIP, and Game Operations.
• Strong understanding of member lifecycle management and user retention.
• Strong data analysis and business performance management skills.
• Experience establishing KPIs, SOPs, reporting, and operational management systems.
• Strong leadership, hiring, talent development, and cross-functional management skills.
• Experience handling major member issues, operational incidents, and crisis situations.

Responsibilities

• Build the Operations team from 0 to 1, including structure, hiring, SOPs, KPIs, training, and performance management.
• Develop overall operations strategy and business plans.
• Manage member lifecycle, retention, engagement, and overall user experience.
• Oversee Customer Service, Promotions, Game Operations, and VIP/high-value member operations.
• Establish SOPs, reporting systems, workflows, and management processes.
• Monitor operational data, member behavior, and KPIs.
• Collaborate with Technology during platform setup to define workflows and tools.
• Participate in platform testing, acceptance, and launch preparation.
• Collaborate with Marketing, Risk, Finance, Technology, and HR.
• Take responsibility for operational performance, member growth, retention, and business results.

Skills

Operations leadership

Operations management

Data analysis

KPI development

Cross-functional collaboration

Team building

Tools

CRM

BI tools

Job description

• Salary: USD 4,000–12,000/month, depending on the candidate's experience and capabilities
• Work Arrangement: Remote initially ''Malaysia onsite after approximately 4–6 months''
• Working Hours: Asian business hours
• Days Off: Generally 2 days per week, subject to company scheduling
• On Call: Required during days off
• Malaysia Relocation: Work visa & accommodation covered by the company
• Remote Period: Meal allowance provided

Role Overview
The company is currently building its B2C iGaming platform and Operations team from 0 to 1.
The Operations Director will lead the overall operations strategy, team structure, operational systems, member lifecycle, customer service, promotions, game operations, VIP management, and overall business performance.
The role will build and manage the core Operations functions from scratch, including Operations, Customer Service, Promotions, and Game Operations.

Key Responsibilities

• Build the Operations team from 0 to 1, including team structure, hiring, SOPs, KPIs, training, and performance management.
• Develop overall operations strategy and business plans.
• Manage member lifecycle, retention, engagement, and overall user experience.
• Oversee Customer Service, Promotions, Game Operations, and VIP / high-value member operations.
• Establish operational SOPs, reporting systems, workflows, and management processes.
• Monitor operational data, member behavior, and key performance indicators.
• Work closely with Technology during the platform setup stage to define backend/frontend functions, workflows, permissions, reporting, and operational tools.
• Participate in platform testing, acceptance, and launch preparation.
• Collaborate with Marketing, Risk, Finance, Technology, and HR.
• Take overall responsibility for operational performance, member growth, retention, and business results.

Requirements

• 5+ years of experience in iGaming / online gaming or related industries.
• 2–3+ years at Operations Director, Head, or equivalent senior management level.
• Proven experience building and managing Operations teams from 0 to 1.
• Experience managing multiple functions, including Operations, Customer Service, Promotions, VIP, and Game Operations.
• Strong understanding of member lifecycle management and user retention.
• Strong data analysis and business performance management skills.
• Experience establishing KPIs, SOPs, reporting, and operational management systems.
• Strong leadership, hiring, talent development, and cross-functional management skills.
• Experience handling major member issues, operational incidents, and crisis situations.
• Able to thrive in a fast-growing, early-stage platform environment and take ownership of overall operational results.

Preferred

• Previous Operations Director experience within iGaming.
• Experience launching an iGaming platform from 0 to 1.
• Experience managing Operations teams of 30+ people.
• Experience with multi-market / multilingual platforms.
• Strong knowledge of CRM and member automation.
• Experience building VIP programs and Bonus / Promotion systems.
• Familiarity with BI and data analytics tools.
• Experience contributing to operational system / product design.
• Proven experience in large-scale campaigns and member growth.
• Experience building complete Operations SOP and KPI systems.
• International or cross-market operations experience.

Target Profile

Mandarin-speaking candidates with Southeast Asian market experience are preferred, particularly those with strong local market knowledge and player/user operations experience in Hong Kong, Taiwan, or Malaysia.