iGaming Operations Manager

The iGaming Operations Manager will be responsible for overseeing daily operational processes coordinating with cross-functional teams and ensuring that all customer-facing and back-end functions run smoothly and in compliance with regulatory and company standards.

Operational Management

• Oversee day-to-day operations of RW BETs online casino platform ensuring seamless customer experiences across all support channels.
• Lead Supervisors and Support Agents in delivering excellent service while maintaining KPIs and service-level agreements.
• Own the escalation framework to ensure efficient handling of complex or sensitive player cases.
• Manage workflows for payments including deposits withdrawals and refunds ensuring smooth processing and regulatory compliance.
• Ensure fraud prevention and risk management practices are consistently applied including monitoring reporting and escalation protocols.
• Analyze operational and team performance metrics to identify trends gaps and opportunities for continuous improvement.
• Collaborate with compliance payments risk technology and marketing stakeholders to align operational procedures and drive efficiency.
• Partner with the Director of iGaming on strategic initiatives regulatory reporting and long-term operational planning.
• Foster a culture of proactive support innovation and accountability that reflects RW BETs brand as a leader in customer experience.

Training & Quality Assurance

• Develop and refine training programs onboarding processes and quality assurance standards to equip staff and maintain service excellence.
• Conduct regular reviews of team performance providing coaching mentorship and corrective actions as needed.

Workforce Management

• Drive workforce planning scheduling and coverage strategies to balance efficiency service quality and cost control. Optimize staffing levels while supporting ongoing development of Supervisors and Support Agents.

Qualifications

• 35 years of experience in iGaming online casino or related digital operations.
• Strong understanding of New Jersey iGaming regulations and responsible gaming practices.
• Hands-on experience in workforce management training and quality assurance in a customer-focused environment.
• Proven ability to manage day-to-day operations and lead teams effectively.
• Analytical mindset with the ability to interpret data identify trends and implement solutions.
• Excellent communication organizational and leadership skills.
• Must currently reside in New Jersey and perform all work duties within the state
• Ability to thrive in a fast-paced hybrid work environment requiring flexibility and cross-functional collaboration.
• Position requires occasional physical activity including the ability to lift and move items up to 2550 lbs as needed.

Why Join RW BET New Jersey LLC

• Opportunity to play a key role in the growth of a rapidly expanding online and mobile gaming platform.
• Collaborative team culture with exposure to operations compliance and player engagement.
• Remote/Hybrid flexibility with the chance to participate in launches and industry events.
• Competitive compensation and benefits package.

Salary: $75000 - $85000

Required Experience:

Manager