iGaming Operations Manager

The iGaming Operations Manager will be responsible for overseeing daily operational processes, coordinating with cross-functional teams, and ensuring that all customer-facing and back-end functions run smoothly and in compliance with regulatory and company standards.

Operational Management

• Oversee day-to-day operations of RW BET’s online casino platform, ensuring seamless customer experiences across all support channels.
• Lead Supervisors and Support Agents in delivering excellent service while maintaining KPIs and service-level agreements.
• Own the escalation framework to ensure efficient handling of complex or sensitive player cases.
• Manage workflows for payments, including deposits, withdrawals, and refunds, ensuring smooth processing and regulatory compliance.
• Ensure fraud prevention and risk management practices are consistently applied, including monitoring, reporting, and escalation protocols.
• Analyze operational and team performance metrics to identify trends, gaps, and opportunities for continuous improvement.
• Collaborate with compliance, payments, risk, technology, and marketing stakeholders to align operational procedures and drive efficiency.
• Partner with the Director of iGaming on strategic initiatives, regulatory reporting, and long-term operational planning.
• Foster a culture of proactive support, innovation, and accountability that reflects RW BET’s brand as a leader in customer experience.

Training & Quality Assurance

• Develop and refine training programs, onboarding processes, and quality assurance standards to equip staff and maintain service excellence.
• Conduct regular reviews of team performance, providing coaching, mentorship, and corrective actions as needed.

 Workforce Management

• Drive workforce planning, scheduling, and coverage strategies to balance efficiency, service quality, and cost control. Optimize staffing levels while supporting ongoing development of Supervisors and Support Agents.

Qualifications

• 3–5 years of experience in iGaming, online casino, or related digital operations.
• Strong understanding of New Jersey iGaming regulations and responsible gaming practices.
• Hands-on experience in workforce management, training, and quality assurance in a customer-focused environment.
• Proven ability to manage day-to-day operations and lead teams effectively.
• Analytical mindset with the ability to interpret data, identify trends, and implement solutions.
• Excellent communication, organizational, and leadership skills.
• Must currently reside in New Jersey and perform all work duties within the state
• Ability to thrive in a fast-paced, hybrid work environment requiring flexibility and cross-functional collaboration.
• Position requires occasional physical activity, including the ability to lift and move items up to 25–50 lbs as needed.

Why Join RW BET New Jersey LLC

• Opportunity to play a key role in the growth of a rapidly expanding online and mobile gaming platform.
• Collaborative team culture with exposure to operations, compliance, and player engagement.
• Remote/Hybrid flexibility with the chance to participate in launches and industry events.
• Competitive compensation and benefits package.

Salary: $75,000 - $85,000

Salary : $75,000 - $85,000