What are the responsibilities and job description for the Senior Operations Manager position at Xtract MGMT?
Job Overview
We are seeking an experienced, results-driven, and highly organized Senior Operations Manager to join our growing iGaming team. In this leadership role, you will be responsible for overseeing day-to-day operations, optimizing processes, driving performance, and ensuring a seamless player experience across multiple business functions.
The ideal candidate has a strong background in online gaming, casino, sportsbook, sweepstakes, or related digital gaming environments, with proven success leading teams, improving KPIs, and scaling operational efficiency in a fast-paced industry.
This is an exciting opportunity to play a key leadership role within a dynamic and rapidly expanding company.
Responsibilities
- Oversee daily business operations across customer support, payments, fraud, VIP, CRM, and back-office functions.
- Develop and implement operational strategies to improve efficiency, scalability, and profitability.
- Monitor key performance indicators (KPIs), identify trends, and drive continuous improvement initiatives.
- Lead, mentor, and manage department managers, team leads, and operational staff.
- Ensure exceptional player experience standards across all customer touchpoints.
- Collaborate with executive leadership to align operations with company growth goals.
- Manage escalations, incident response, and cross-functional issue resolution.
- Optimize workflows, SOPs, automation tools, and internal reporting systems.
- Partner with Compliance, Risk, Fraud, Payments, Marketing, and Product teams to ensure smooth operations.
- Oversee staffing plans, scheduling, vendor management, and resource allocation.
- Support market launches, promotions, operational rollouts, and new product initiatives.
- Ensure adherence to regulatory, responsible gaming, and internal policy standards.
Requirements
- Minimum 5 years of operations management experience, with at least 3 years in the iGaming industry.
- Strong knowledge of Igaming operations.
- Proven leadership experience managing multi-functional teams.
- Strong analytical skills with experience using Excel, dashboards, and KPI reporting tools.
- Experience with CRM platforms, payment processors, fraud tools, ticketing systems, and player support operations.
- Excellent problem-solving, organizational, and decision-making abilities.
- Ability to thrive in a fast-paced, high-growth environment.
- Strong communication and stakeholder management skills.
- Experience building SOPs, scaling teams, and improving processes.
- Bachelor's degree preferred but not required based on relevant experience.
Preferred Qualifications
- Experience in sweepstakes casino or U.S. regulated gaming markets.
- Familiarity with VIP operations, retention strategies, and player lifecycle management.
- Knowledge of KYC, AML, fraud prevention, and payments operations.
- Experience managing remote and in-person teams.
Benefits
- Health insurance provided
- Paid time off
- Career growth opportunities
- Performance-based bonus potential
- Dynamic and collaborative work environment