What are the responsibilities and job description for the Director of Operations position at Pentasia?
Director of iGaming Operations
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.
With full autonomy, you will ensure operational excellence, regulatory compliance, and a seamless customer experience.
Key Responsibilities
Strategic Leadership:
- Develop and implement best-in-class strategies for risk management, payment processes, and customer service operations.
- Stay ahead of industry trends and proactively address emerging risks, fraud, and suspicious activity.
- Drive innovation in operational policies to enhance efficiency, customer satisfaction, and regulatory compliance.
Operations Management:
- Optimize workflows for the customer service team, set measurable quality goals, and monitor performance against KPIs.
- Build and maintain strong relationships with payment providers, third-party vendors, and regulatory authorities.
- Collaborate with compliance teams to ensure strict adherence to New Jersey's internal controls and state regulations.
- Implement robust fraud prevention measures, payment optimization processes, and customer service enhancements to meet industry benchmarks.
Talent Development:
- Attract, mentor, and retain top-tier talent within the iGaming sector.
- Cultivate a culture of respect, innovation, and continuous learning.
- Identify high performers and help them achieve career milestones, while supporting others to grow and expand their skill sets.
Reporting and Analytics:
- Deliver regular reports and insights on key operational metrics, ensuring data-driven decision-making.
- Provide detailed presentations to stakeholders, highlighting operational successes, challenges, and proposed solutions.
Additional Duties:
- Take on additional responsibilities as required to drive the success of the online casino business.
- Leverage technology and innovation to enhance the overall player experience.
Requirements
- Bachelor's degree in business, Technology, or a related field preferred.
- A minimum of 7 years of experience in online gaming, with deep knowledge of internal controls and New Jersey state regulations.
- Demonstrated expertise in risk management, payment processes, and customer service operations within iGaming.
Skillset
- Strong analytical abilities and exceptional report-writing skills.
- Comprehensive understanding of online gaming products and customer behaviours.
- Proven leadership and team development capabilities.
Location
New Jersey (Saddle Brook, NJ)
