Head of Operations

2 weeks ago

Waterloo, Canada Green Brick Labs Full time

Job Overview
- We are seeking an experienced and results-driven Head of Operations to lead and optimize our day-to-day operational functions in a fast-paced and highly regulated gambling environment.

Key Responsibilities

Operational Strategy & Execution
- Develop, manage and improve business operations from product delivery, third party vendor management, and supporting site operations
- Translate strategic plans into actionable roadmaps for departments such as payments, support, and platform operations.

Team Leadership & Management
- Build, lead, and mentor cross-functional operational teams across geographies and product lines.
- Set clear KPIs, monitor performance, and drive a culture of continuous improvement and accountability.

Customer Experience & Support Operations
- Oversee customer support strategy to ensure top-tier service levels, response times, and resolution quality.
- Design and refine support tools, escalation paths, and feedback loops to enhance customer retention.

Platform & Product Operations
- Work with product, tech, and QA to manage incident response, platform stability, and uptime reporting.
- Coordinate releases and new product updates to avoid disruption of critical services.

Compliance & Licensing Support
- Ensure operational processes meet all licensing obligations and responsible gambling requirements across jurisdictions.
- Work closely with Legal and Compliance teams to adapt operations to changing regulatory requirements.

Data, Reporting & Optimization
- Utilize dashboards and analytics to measure performance across customer journeys, support, and back-office functions.
- Identify bottlenecks and inefficiencies, and implement solutions to enhance scalability and margin.

**Qualifications**:

- Proven experience in an operations leadership role.
- Strong understanding of sportsbook, casino, or lottery operations and associated technology platforms.
- Demonstrated experience managing large teams and overseeing multi-market operations.
- Deep knowledge of AML, KYC, and licensing obligations within regulated gambling environments.
- Exceptional analytical, organizational, and decision-making skills.
- Excellent communication and stakeholder management abilities.
- Experience with CRM, BI tools, and incident management systems.

Desirable
- Familiarity with regulatory bodies such as IGO, UKGC, AGCO, MGA, or other Tier 1 jurisdictions.
- Technical background
- Experience scaling operations in a high-growth digital business.
- Passion for player protection, innovation, and operational efficiency.

What We Offer
- Competitive salary and performance bonus
- Opportunity to shape the future of a growing gambling brand
- Dynamic and inclusive work culture
- Professional development and advancement opportunities
- Flexible working arrangements

If you’re a proactive and driven professional passionate about leading technical teams and delivering operational excellence, we’d love to hear from you

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