Market rate
Julian Perigo
Job Ref
  • New COO position - shape the direction of operations in the company
  • Hybrid / remote
  • US market focus
Our client is an innovative force in the online social gaming industry - committed to developing a cutting-edge, proprietary frontend and providing an unmatched customer experience. They are poised to become a major player in the social gaming space.
The Role:

The COO will play a critical role in overseeing and optimizing operations, ensuring the highest standards in Payments, Customer Support, Risk Management, Fraud Prevention, Responsible Gaming (RG), and Anti-Money Laundering (AML) compliance.
The location of the role is currently undefined. Currently all is outsourced to the Philippines. The operations hub should be partially based out of Malta, but have customer support somewhere else with a timeline to the US (be it Costa Rica, US itself or other). Given the current uncertainty on this hub, our client can be a bit flexible on candidate location. The COO would also be responsible for establishing a hub and bringing the function in-house. Travel flexibility is a must.
Job Overview: As the COO, you will be responsible for the strategic and operational leadership of key functional areas, including Payments, Customer Support, Risk, Fraud, Responsible Gaming (RG), and Anti-Money Laundering (AML). You will work closely with the CEO and other senior executives to drive operational excellence, enhance customer satisfaction, mitigate risks, and ensure compliance with regulatory requirements. The ideal candidate will possess a strong background in the iGaming industry, with proven expertise in building teams and creating operational processes.

Key Responsibilities:

Strategic Leadership:

    • Develop and implement strategic plans for Payments, Customer Support, Risk, Fraud, RG, and AML functions.
    • Collaborate with the executive team to align operational strategies with overall business goals.
    • Monitor industry trends and regulatory changes to ensure the company remains compliant and competitive.
    Operational Excellence:
      • Oversee the day-to-day operations of Payments, Customer Support, Risk, Fraud, RG, and AML departments.
      • Implement best practices and standard operating procedures to enhance efficiency and effectiveness.
      • Drive continuous improvement initiatives to optimize processes and improve performance metrics.
      Team Management:
        • Lead, mentor, and develop high-performing teams across multiple functions.
        • Foster a culture of collaboration, accountability, and customer-centricity.
        • Conduct regular performance reviews and provide constructive feedback and development opportunities.
        Risk and Compliance:
          • Ensure robust risk management frameworks are in place to identify, assess, and mitigate risks.
          • Oversee fraud prevention strategies and initiatives to protect the company and its customers.
          • Ensure compliance with responsible gaming policies and AML regulations, maintaining the highest standards of integrity.
          Customer Focus:
            • Champion a customer-first approach, ensuring exceptional service delivery across all touchpoints.
            • Monitor customer feedback and implement strategies to enhance customer satisfaction and loyalty.
            • Address and resolve escalated customer issues in a timely and effective manner.
            • Minimum of 10 years of experience in the iGaming industry, with at least 5 years in a senior leadership role overseeing Payments, Customer Support, Risk, Fraud, RG, and AML functions.
            • Strong understanding of regulatory requirements and industry best practices in iGaming.
            • Proven track record of driving operational excellence and achieving strategic objectives.
            • Excellent leadership, communication, and interpersonal skills.
            • Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
            Why Join:
            • Be part of a forward-thinking and innovative company at the forefront of the iGaming industry.
            • Lead and shape key operational functions to drive the company's success.
            • Competitive salary and equity participation on offer
            • Collaborative and inclusive work environment with opportunities for professional growth and development.
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            Julian Perigo
            Managing Director
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