Operations Manager - IGaming - Onsite Philippines

SmartRecruitment.com - Smart Recruitment; Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

SmartRecruitment.com - Smart Recruitment is seeking an Operations Manager to coordinate day-to-day ops across CRM, Payments, Risk, Sportsbook, and Casino in Manila. You’ll ensure cross-functional alignment, monitor KPIs, and support the Director of Operations in prioritizing initiatives.

You will drive process improvements, establish clear ownership, and manage multiple priorities in a fast-moving iGaming environment.

Qualifications

• 5+ years in online gaming or iGaming operations or related cross-functional roles.
• Strong understanding of CRM, Payments, Risk/Fraud, Casino, Sportsbook, and Customer Operations.

Responsibilities

• Act as the key coordination point between CRM, Payments, Risk, Sportsbook, Casino, and other operational teams.
• Maintain visibility across departments and ensure information is shared with stakeholders.
• Identify dependencies between departments and ensure teams are aligned before execution.
• Follow up on cross-functional tasks, issues, and projects until completion.
• Prevent operational gaps caused by unclear ownership or poor communication.
• Support the Director of Operations in overseeing multiple operational functions.
• Consolidate updates, issues, risks, and opportunities across departments.
• Help prioritize operational matters and ensure timelines are met.
• Follow up on actions and reduce the Director's day-to-day workload.
• Maintain awareness of daily business performance and major operational developments.
• Monitor KPIs and identify significant changes or unusual trends.
• Coordinate responses to operational incidents and ensure ownership and follow-through.
• Escalate risks when necessary.
• Establish a consistent communication process across operational departments.
• Coordinate regular operational meetings with clear action items and owners.
• Ensure decisions are communicated to affected teams.
• Improve collaboration and reduce information silos.
• Act as a link between operations and Product, Technology, BI/Data, Marketing, and Compliance.
• Identify gaps, duplicated work, and inefficient workflows.
• Work with managers to improve SOPs and cross-functional workflows.
• Establish ownership and escalation processes.
• Support automation and process improvement initiatives.
• Help develop scalable processes as the business grows.
• Coordinate cross-functional operational projects and track progress.
• Ensure operational readiness for new products and promotions.
• Coordinate with relevant teams before launches and conduct post-launch follow-ups.

Skills

Cross-functional coordination

Stakeholder management

Project management

Analytical thinking

Communication

Education

Bachelor's degree in a related field

Tools

CRM systems

BI tools

Job description

Job Description:

Location: Onsite, Philippines

About the Hiring Company

The Operations Manager will work closely with the Director of Operations to coordinate and oversee day-to-day operations across multiple iGaming functions, including CRM, Payments, Risk, Sportsbook, and Casino.

This role is not intended to replace individual department managers. Instead, the Operations Manager will act as the central coordination point across departments, ensuring information flows properly, priorities are aligned, issues are followed through, and teams work together as one connected operation rather than independently.

Job Responsibilities

1. Cross-Functional Operations Coordination

• Act as the key coordination point between CRM, Payments, Risk, Sportsbook, Casino, and other operational teams.

• Maintain visibility across departments and ensure important information is shared with the relevant stakeholders.

• Identify dependencies between departments and ensure teams are aligned before execution.

• Follow up on cross-functional tasks, issues, and projects until completion.

• Prevent operational gaps caused by unclear ownership or poor communication between teams.

2. Support to the Director of Operations

• Support the Director of Operations in overseeing multiple operational functions.

• Consolidate important updates, issues, risks, and opportunities across departments.

• Help prioritize operational matters and identify issues requiring the Directors attention.

• Follow up on agreed actions and ensure responsible teams deliver within the expected timelines.

• Reduce the Directors day-to-day operational workload by resolving and coordinating matters at the appropriate level.

3. Daily Operational Monitoring

• Maintain awareness of daily business performance and major operational developments.

• Monitor key operational KPIs and identify significant changes or unusual trends.

• Ensure major issues involving Payments, Player Experience, Casino, Sportsbook, CRM, or Risk are communicated and addressed promptly.

• Coordinate responses to operational incidents and ensure clear ownership and follow-through.

• Escalate significant business, revenue, player, or compliance risks when necessary.

4. Communication and Alignment

• Establish a consistent communication process across operational departments.

• Coordinate regular operational meetings and ensure clear action items, owners, and deadlines.

• Ensure decisions and changes made by one department are communicated to other affected teams.

• Improve collaboration between departments and reduce information silos.

• Act as a link between operational teams and other functions, including Product, Technology, BI/Data, Marketing, and Compliance.

5. Process Improvement

• Identify gaps, duplicated work, inefficient workflows, and communication breakdowns across departments.

• Work with department managers to improve Standard Operating Procedures (SOPs) and cross-functional workflows.

• Establish clear ownership and escalation processes for recurring operational issues.

• Support automation and process improvement initiatives that improve operational efficiency.

• Help develop scalable processes as the business, player base, and product portfolio grow.

6. Project and Execution Management

• Coordinate cross-functional operational projects and new initiatives.

• Track progress, dependencies, blockers, and deadlines.

• Ensure operational readiness for new products, promotions, payment methods, casino games, sportsbook initiatives, and platform changes.

• Coordinate with relevant teams before launches to ensure operational impact and risks have been properly considered.

• Conduct post-launch follow-ups and ensure identified issues are resolved.

The Successful Candidate

• Minimum 5 years of experience in online gaming or iGaming operations.
• Strong understanding of multiple iGaming functions, ideally including CRM, Payments, Risk/Fraud, Casino, Sportsbook, and Customer Operations.
• Previous experience as an Operations Manager, Senior Operations professional, iGaming Operations Manager, or in a similar cross-functional role.
• Strong communication and stakeholder management skills.
• Highly organized, with strong follow-up and execution capabilities.
• Comfortable working across multiple teams and managing several priorities simultaneously.
• Strong analytical skills and the ability to understand operational KPIs and business performance.
• Ability to identify problems, challenge unclear processes, and drive issues toward resolution.
• Hands-on, proactive, and comfortable working in a fast-moving environment.

Strongly Preferred

• Experience in the Philippine online gaming market.
• Experience in PAGCOR-regulated online gaming.
• Offshore iGaming experience.
• Experience working in both PAGCOR-regulated and offshore iGaming environments.
• Experience coordinating multiple operational departments rather than specializing in only one function.

Ideal Candidate Profile

We are looking for someone with strong overall iGaming operational knowledge who can understand how different departments work together across the business.

The ideal candidate does not need to be the deepest specialist in CRM, Payments, Risk, Casino, or Sportsbook, as each function will have its own responsible manager.

However, the Operations Manager must understand these functions well enough to identify dependencies, ask the right questions, follow up on issues, and ensure different departments work together effectively.

The key objective of this role is simple: ensure the Director of Operations has clear visibility across the business, departments stay aligned, important issues do not fall through the gaps, and agreed actions are completed.