Chief Operating Officer
- Johannesburg, Gauteng
- Permanent
- Full-time
- Lead and manage the day-to-day operations of the business, ensuring seamless coordination across all operational departments.
- Direct oversight and leadership of the following core teams:
- Customer Support
- VIP/Player Management
- Fraud & Risk Management
- Payments Operations
- Retention Marketing
- Develop and implement scalable processes, performance metrics, and KPIs across all operational units to drive efficiency and player satisfaction.
- Collaborate closely with the CEO and other executives to define and execute the company’s strategic roadmap.
- Oversee and enhance the player journey, ensuring a world-class user experience from onboarding through retention and reactivation.
- Ensure compliance with regulatory requirements in all operational activities, across multiple jurisdictions.
- Identify and implement opportunities for innovation, especially through the integration of crypto payments, blockchain-based features, and other web3 advancements.
- Build and mentor high-performing teams, nurturing a culture of accountability, agility, and continuous improvement.
- Collaborate with Product, Tech, and Marketing to support operational initiatives, product launches, and customer campaigns.
- Maintain strong vendor and partner relationships, including PSPs, fraud solution providers, and CRM platforms.
- 8+ years of experience in a senior operational leadership role within a top-performing iGaming/casino/sportsbook operator.
- Demonstrated success in managing large, cross-functional teams within: Customer Support; VIP and Player Engagement; Fraud & Risk; Payments Operations; Retention/Loyalty Marketing.
- Deep knowledge of both casino and sportsbook operations, with an understanding of player behaviour, monetization strategies, and lifecycle management.
- Proven experience working with crypto payment solutions and web3 ecosystems (wallet integrations, NFTs, token utility, etc.).
- Strong understanding of risk, compliance, and responsible gaming protocols in regulated and emerging markets.
- Data-driven mindset with an analytical approach to operational challenges and performance measurement.
- Exceptional leadership, communication, and organizational skills.
- Experience with multi-market operations and global team management is a strong plus.
- Previous experience scaling operations in a high-growth iGaming startup or scale-up.
- Familiarity with CRM tools, BI platforms, fraud detection systems, and PSP integrations.
- Strong network within the global iGaming and/or crypto communities.