Player Operations Lead

Player Operations Lead

At Patrianna, we are passionate about delivering world-class gaming experiences to millions of players around the globe. As a fast-growing iGaming company based in Gibraltar, we are searching for a Player Operations Lead to oversee key areas of Player Operations, including AV, KYC, risk management, and payment processing. This role will directly manage a team of Operations Specialists, ensuring operational excellence and efficiency.

Reporting to senior leadership, this role combines strategic oversight with hands-on management of a team of Operations Specialists, fostering alignment with company goals and driving operational improvements. The ideal candidate will bring expertise in managing high-performing teams, a data-driven approach to decision-making, and a passion for operational excellence.

Key Responsibilities

• Manage and mentor Operations Specialists, ensuring team development and alignment with business objectives.
• Oversee AV, KYC, risk management, and payment workflows to maintain efficiency and compliance with industry best practices.
• Monitor transactions and risk patterns to proactively identify and prevent fraudulent activity while optimising payment success rates.
• Collaborate with internal teams to refine processes, implement training programs, and drive continuous improvements in fraud detection and operational workflows.
• Work closely with payment providers and key stakeholders to enhance payment processing strategies and risk mitigation efforts.
• Utilise data analytics to identify trends, improve decision-making, and enhance overall team performance.
• Act as a senior escalation point, ensuring swift resolution of operational challenges and implementing best practices for process automation.

Job Requirements

Experience

• Minimum 5 years in AV, KYC, risk management, payments, or operational management roles, with at least 2 years managing a team of specialists.
• Strong understanding of payment workflows and risk mitigation strategies.
• Experience in the gaming industry, particularly with USA/European accounts.
• Experience with managing remote teams
• Proven ability to manage and coordinate remote teams effectively, fostering engagement, communication, and productivity across different time zones

Skills

• Proven people management skills with the ability to coach, mentor, and lead high-performing teams.
• Analytical mindset with expertise in driving operational improvements.
• Strong communication skills to effectively align teams and liaise with senior leadership.
• Familiarity with fraud detection systems, risk management tools, and workforce planning solutions.

Education

• A degree in Business, Risk Management, or a related field is preferred but not essential