Description:
BettingJobs is working with a new iGaming operator looking to grow its presence in the UAE market. This company is very much a start-up, and this Head of Operations role will be one of the first hires.
Responsibilities:
- Build and lead CS, Payments, Fraud & Risk, CRM, VIP, Retention, and Telesales teams, prioritising per roadmap.
- Hire, structure, and scale for efficiency, CX, and fraud prevention; develop SOPs across ops.
- Ensure smooth daily operations: uptime, support, payments, and cross-team coordination.
- Implement escalation and crisis frameworks; enforce advanced fraud & risk controls.
- Collaborate with KYC, AML, and compliance to maintain integrity.
- Oversee deposits, withdrawals, liquidity, and player funds.
- Drive gamification (missions, streaks, leaderboards) and align ops with campaigns.
- Analyse bonus costs, risks, and ROI; benchmark and optimise promotions.
- Execute mass promos, backend configs, and recovery plans.
- Develop VIP strategy (AMs, perks, tracking, upsell) and tiered retention.
- Monitor margins, player behaviour, and vertical performance.
- Partner with BI and product to pre-empt issues and revenue risks.
Requirements:
- 5–10 years in senior online casino roles, ideally at a Tier-1 operator
- Proven ability to manage 40+ headcount across multiple departments
- Deep belief in and proven experience implementing gamification strategies
- Strong track record in fraud prevention and risk handling
- Experience managing reserve funds, float, and payout timelines
- Can evaluate, launch, and adjust promo campaigns with full bonus cost analysis
- Understands competitive benchmarks, product profitability, and player trends
- Comfortable working with dashboards and making decisions based on metrics
- Calm and decisive in high-pressure situations, from system downtime to payment delays
- Experience aligning support, product, finance, and compliance goals
- CRM systems, bonus engines, KYC tools, fraud detection platforms