What are the responsibilities and job description for the Director of Operations - iGaming position at Pentasia?
Director of iGaming Operations
Location: New Jersey (Saddle Brook, NJ)
Company/vision:
This is a career-defining role! The Director of iGaming Operations will lead and oversee all customer service, payments, and risk management aspects of our online casino business. Do expect to be hands-on, trusted, and have full-fledged autonomy in ensuring success for the brand. This critical leadership role ensures operational excellence, regulatory compliance, and a seamless customer experience.
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Key Responsibilities
Strategic Leadership:
o Develop and implement best-in-class strategies for risk management, payment processes, and customer service operations.
o Stay ahead of industry trends and proactively address emerging risks, fraud, and suspicious activity.
o Drive innovation in operational policies to enhance efficiency, customer satisfaction, and regulatory compliance.
Operations Management:
o Optimize workflows for the customer service team, set measurable quality goals, and monitor performance against KPIs.
o Build and maintain strong relationships with payment providers, third-party vendors, and regulatory authorities.
o Collaborate with compliance teams to ensure strict adherence to New Jersey’s internal controls and state regulations.
o Implement robust fraud prevention measures, payment optimization processes, and customer service enhancements to meet industry benchmarks.
Talent Development:
o Attract, mentor, and retain top-tier talent within the iGaming sector.
o Cultivate a culture of respect, innovation, and continuous learning.
o Identify high performers and help them achieve career milestones, while supporting others to grow and expand their skill sets.
Reporting and Analytics:
o Deliver regular reports and insights on key operational metrics, ensuring data-driven decision-making.
o Provide detailed presentations to stakeholders, highlighting operational successes, challenges, and proposed solutions.
Additional Duties:
o Take on additional responsibilities as required to drive the success of the online casino business.
o Leverage technology and innovation to enhance the overall player experience.
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Qualifications
Education:
o Bachelor’s degree in business, Technology, or a related field is preferred.
Experience:
o A minimum of [7] years of experience in online gaming, with deep knowledge of internal controls and New Jersey state regulations.
o Demonstrated expertise in risk management, payment processes, and customer service operations within iGaming.
Skills:
o Strong analytical abilities and exceptional report-writing skills.
o Comprehensive understanding of online gaming products and customer behaviours.
o Proven leadership and team development capabilities.
Residency Requirement:
o Must be a current resident of New Jersey.
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What We Offer
· Competitive Health Care Plan (Medical, Dental, & Vision).
· Retirement Plan (401k).
· Life Insurance (Basic, Voluntary, & AD&D).
· Generous Paid Time Off.
· Free Parking.
