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Customer Operations Manager - SA (Virgin Bet)
Cape Town, South Africa

Welcome to Virgin Bet, where innovation meets excitement in the heart of Cape Town. As a proud member of the LiveScore Group, Virgin Bet is expanding with a new office in Cape Town. We’re excited to grow our team and bring our exceptional services to new heights. Virgin Bet thrives on providing an unparalleled betting experience that combines cutting-edge technology with a passion for sports. Our culture is built on collaboration, creativity, and diversity, fostering an environment where every employee can make their mark while enjoying the thrill of the game. Join us as we embrace the dynamic spirit of Cape Town and contribute to a brand that pushes boundaries and champions innovation. If you’re ready to embark on an adventure with us, we can’t wait to meet you and see how you can help us shape the future of Virgin Bet!

The Role
We are seeking an experienced and proactive Customer Operations Manager to oversee Customer Support, Player Protection, and Gaming Finance for Virgin Bet in Cape Town. The successful candidate will be responsible for enhancing the overall customer experience while ensuring robust compliance, financial integrity, and the safety of our players. This role involves leading and nurturing teams, driving continuous improvement in our operational processes, and balancing exceptional customer service, sound financial management, and strategic AML initiatives to meet our business objectives.

• Lead and manage Team Leaders across Customer Support, Player Protection, and Gaming Finance, providing coaching, performance feedback, and development opportunities.
• Oversee daily operational workflows, including customer interactions, transaction monitoring, financial reconciliation, and the handling of formal complaints.
• Drive the collection and analysis of customer feedback to identify trends and present recommendations that enhance customer satisfaction and player safety.
• Develop and implement training for teams on best practices in customer service, player protection, AML, and financial procedures.
• Ensure all teams are compliant with relevant regulations (customer operations, player protection, financial services), updating internal policies and procedures as needed.
• Collaborate with cross-functional stakeholders (Legal, Product, Finance) to embed compliant and customer-centric processes seamlessly across the business.
• Conduct quality assurance checks on customer interactions, investigations, and financial processes, escalating high-risk findings where necessary.
• Generate timely reports for senior leadership on emerging trends, performance against KPIs, financial insights, and overall compliance status.
• Manage and oversee the customer journey, addressing player safety, responsible gambling, and financial security.

• Proven experience in a managerial role overseeing customer operations, player protection, and/or gaming finance, preferably within the gaming or sports betting industry.
• Strong understanding of player protection principles, responsible gambling practices, AML, and financial regulations.
• Exceptional analytical and problem-solving skills, with the ability to use data to drive decision-making and process optimisation.
• Demonstrated experience in team leadership, including performance management, coaching, and development.
• Excellent communication and collaboration skills, capable of fostering strong relationships across departments and with senior management.
• Proficiency in customer experience tools and software, with a focus on improving customer interactions and outcomes.
• Strong project management skills, with the ability to manage multiple initiatives simultaneously and prioritise effectively.
• Experience in policy creation, adaptation, and conducting quality assurance.

• Discretionary Company Performance bonus
• Discovery Medical Aid
• Thursday drinks in the office and regular socials