Posted: 19 August
Offer description
Job Description
We are seeking a seasoned Customer Operations Manager to oversee the delivery of exceptional customer experiences across our global platform. As a leader, you will be responsible for managing diverse teams, fostering an inclusive work environment, and ensuring seamless customer journeys.
This is an exciting opportunity to immerse yourself in the evolving world of online gaming and sports entertainment while contributing to our business growth. You will have the chance to shape the future of global gaming support and make a lasting impact on our customers' lives.
The ideal candidate will possess strategic planning and change management skills, with a proven track record of managing multicultural teams and delivering outstanding customer service. Experience in budget management, knowledge of the sports and gambling industries, and proficiency with Google Suite and other productivity tools are also essential.
* Team Leadership and Management: Oversee customer support teams across our platform, including recruitment, training, and development of team leads to ensure high performance and engagement.
* Customer Experience Oversight: Ensure positive, efficient customer interactions across platforms and develop strategies to enhance the customer journey.
* Multicultural Team Management: Manage diverse teams, fostering an inclusive and respectful workplace culture.
* Operational Flexibility: Be adaptable with working hours and travel, including meetings outside regular hours due to 24/7 operations and global stakeholders.
* Cross-Functional Collaboration: Coordinate with other business units, such as Customer Experience, Learning and Quality, and Change Management teams.
* Continuous Improvement and Innovation: Seek ongoing improvements to support processes and systems, embracing innovation.
* Performance Monitoring and Reporting: Track team performance metrics and report to senior management regularly.
* Crisis and Conflict Resolution: Handle escalated customer issues effectively, maintaining brand reputation.
* Growth and Expansion Planning: Contribute to planning and executing support team expansion across regions and languages.
Benefits
* EAP Access: Enjoy access to our Employee Assistance Program for you and your family.
* Learning and Development Platform: Take advantage of over 9,000 courses to enhance your skills and knowledge.
* Daily Perks: Enjoy daily coffee, tea, or fresh juice prepared by our full-time baristas, catered breakfast, and more.
About Us
We celebrate diversity and are committed to creating an inclusive workplace. We do not discriminate based on race, religion, national origin, gender identity, sexual orientation, age, veteran status, or disability.
