Operations Manager

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

• Salary: USD 2,500–5,000/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: 2 days off per week, arranged according to the company's work schedule and leave arrangements
• 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 Manager will support the Operations Director in building and implementing the overall operations structure while managing daily operations, team performance, member lifecycle, customer service, promotions, VIP members, game operations, and operational data. During the preparation stage, this role will also participate in team hiring, SOP development, platform testing, and launch preparation.

Key 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.

Requirements

• 3+ years of experience in iGaming / online gaming or related industries.
• 1–2+ years as 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.
• Comfortable working in a fast-paced, results-driven, early-stage environment.

Preferred

• Previous Operations Manager experience within iGaming.
• Experience participating in a platform launch or 0-to-1 setup.
• Experience managing a team of 10+ people.
• Strong experience in Customer Service, Promotions, VIP, or Game Operations.
• Familiarity with CRM and member automation.
• Knowledge of VIP systems and Bonus / Promotion Systems.
• Familiarity with BI, Excel, or other data analysis tools.
• Experience building or improving Operations SOPs and KPIs.
• Experience handling major complaints or operational incidents.
• International or multi-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.