Operations Shift Manager

Confidential Company; New Jersey; On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Life and Disability Insurance

401(k) Retirement Savings Plan with company match

Generous Paid Time Off

Employee Assistance Program

Wellness initiatives

Job summary

A leading company in regulated iGaming is seeking an Operations Officer/Shift Manager. This role involves optimizing support workflows, analyzing performance, and ensuring operational compliance. The ideal candidate will possess strong operational expertise and market knowledge of New Jersey's iGaming sector. We offer a comprehensive benefits package including medical insurance, 401(k) with company match, and performance-based bonuses. Join a collaborative and dynamic team dedicated to continuous improvement.

Qualifications

• Strong operational expertise in a regulated iGaming environment.
• Ability to analyze performance data and implement enhancements.
• Experience in training and supporting operational staff.

Responsibilities

• Supervise and optimize daily workflows to enhance support efficiency.
• Analyze agent performance data to identify areas for enhancement.
• Coordinate with cross-functional teams to implement process improvements.
• Monitor workloads and ensure adequate coverage across regulated markets.

Skills

Operational expertise

Market knowledge of New Jersey's iGaming sector

Data analysis

Training and development

Problem-solving

Job description

As we expand our U.S. presence, our Company is seeking a Operations Officer/Shift Manager with strong operational expertise and market knowledge of New Jersey's regulated iGaming sector. This is a high-impact role focused on delivering seamless support experiences while maintaining regulatory compliance and customer satisfaction.

Key Responsibilities

• Supervise and optimize daily workflows to improve support efficiency.
• Analyze agent performance data to identify improvement areas.
• Review schedules and coverage needs; discuss and align adjustments with the Workforce team to ensure proper coverage.
• Provide training, refresher training or shadowing when needed to address performance, process, or knowledge gaps.
• Create, update, and maintain content within content management platforms to support knowledge-sharing and continuous improvement.
• Coordinate with cross-functional teams to implement process enhancements.
• Investigate and resolve internal operational issues using data insights.
• Support the Team Leads and Market Operations Manager with improvement initiatives.
• Monitor workloads across regulated markets and take proactive action when needed.

Role Overview

• The Operations Officer supports market Customer Support operations by optimizing workflows, analyzing performance, ensuring proper coverage, and managing escalations. The role focuses on improving efficiency, supporting team capability, and contributing to continuous operational improvement.

What We Offer

We’re proud to offer a comprehensive benefits package that supports your well-being, financial security, and work-life balance.

Core Benefits

• Medical, Dental, and Vision Insurance.
• Life and Disability Insurance.
• 401(k) Retirement Savings Plan with company match.
• Generous Paid Time Off, including holidays and personal days.

Annual and KPI-based Bonuses

performance-driven bonuses are available based on personal and company achievements.

Additional Programs

• Employee Assistance Program (EAP).
• Wellness initiatives and voluntary insurance options.
• Professional development and training opportunities.
• Collaborative, team-oriented environment.
• Regular team-building activities and company events.
• Stocked snacks, coffee, and beverages.

Our benefits and perks are designed to evolve with our team’s needs and may be updated periodically as outlined in company materials.

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