B2B Support & Operations Leader — Scale & Excellence

SoftSwiss; Warszawa; On-site; PLN 240,000 - 360,000; Full time

Job summary

SOFTSWISS in Warszawa, Poland, seeks a Head of B2B Support & Operations to lead the Support, Setup, Game Release, and Game Providers Support teams. You will drive scalable operations, enhance customer experience, and implement AI-driven improvements while developing strong Team Leads and cross‑functional collaboration across Product, Partnerships, and Technical teams.

You will shape operational strategy to support growth of the Game Aggregator platform, ensuring delivery excellence and

Qualifications

• 5+ years of experience in operations or B2B services.
• Experience leading multi‑discipline teams and managing complex operations.
• Proven track record of process improvement, automation, and AI-driven initiatives.
• Strong executive communication and stakeholder management abilities.

Responsibilities

• Own operational performance across Support, Setup, Game Release, and Game Providers Support, ensuring teams deliver against service levels and priorities.
• Drive operational excellence by simplifying processes, improving scalability, and introducing automation/AI where value is created.
• Build customer‑centric operations by continuously improving client-facing processes while balancing efficiency.
• Develop strong operational leaders by coaching Team Leads and strengthening ownership and accountability.
• Align operations with business strategy by partnering with Account Management, Business Development, Partnerships, Product, and Technical teams.
• Turn operational data into action with executive reporting, trends/risk identification, and recommendations aligned with business/product goals.

Skills

Russian

English

Leadership

Cross-functional collaboration

Job description

SOFTSWISS in Warszawa, Poland, seeks a Head of B2B Support & Operations to lead the Support, Setup, Game Release, and Game Providers Support teams. You will drive scalable operations, enhance customer experience, and implement AI-driven improvements while developing strong Team Leads and cross‑functional collaboration across Product, Partnerships, and Technical teams.

You will shape operational strategy to support growth of the Game Aggregator platform, ensuring delivery excellence and