VP of Customer Operations
- Define and execute the customer operations vision
- Lead and scale a multi-tier support operation, including internal teams and outsourced vendors.
- Collaborate closely with Compliance, Product and Marketing
- Operationally oversee Responsible Gaming, Payments and Risk/Fraud departments.
- Implement policies and processes and team training to deliver fast, helpful and compliant support.
- Create and manage quality assurance and KPIs.
- Own support platforms (Zendesk) and ensure optimal configuration and usage.
- Create a great place for people to work.
- Hire, coach and retain high-performing support managers and agents.
- Ensure all customer interactions meet NJDGE (New Jersey Division of Gaming Enforcement) regulations.
- Support players in need through responsible gaming policies and intervention protocols.
- Champion the voice of the customer within the organization.
- Analyze feedback and player data to drive continuous improvement.
- 5+ years of leadership experience in customer support, preferably in online casino
- An understanding of New Jersey gaming regulations and responsible gaming principles.
- Experience managing outsourced contact centers and internal hybrid teams.
- Proven ability to scale operations in a startup or growth-stage environment.
- Strong grasp of CRM, ticketing and helpdesk tools.
- Data-driven mindset with the ability to translate insights into action.
- Excellent communication and stakeholder management skills.
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