Head of Managed Services

We are seeking a highly experienced and visionary leader to build and scale our Managed Services function. In this role, you will design, implement, and run a full operational service capability that enables our B2B iGaming operator clients to focus purely on acquiring traffic and growing their brands — while we handle everything else end-to-end.
You will create a centralized, world-class operational engine that covers player care, fraud detection, VIP servicing, retention/reactivation, content management, and more — ensuring operator clients deliver outstanding player experiences, minimize risk, optimize player lifetime value, and maximize brand loyalty.
This is a strategic, build-from-scratch leadership role requiring a strong mix of operational design, executional excellence, and people leadership.

Reports to: Chief Revenue Officer (CRO).
Direct Reports: Heads or Managers of each Managed-Services function.
Level: Senior Leadership (P&L responsibility; strategic & operational).

What You’ll Be Driving:

Strategy & Design

• Define the overall vision, strategy, and operating model for the Managed Services organization — enabling “traffic in / we handle everything else” for our clients;
• Partner with commercial and product leadership to define service offerings, SLAs, escalation models, pricing structures, and value propositions;
• Design a roadmap for centralizing services into a shared-services function, including metrics, cost models, staffing plans, technology stack, and automation opportunities;
• Benchmark against industry best practices to ensure a world-class, scalable model.

Build & Deploy

• Establish the organizational structure, hiring plans, and leadership for each functional area:
  
  • First Line Support (live chat, email, multilingual);
  • Anti-Fraud Support (player activity & transaction monitoring);
  • VIP Player Support (dedicated high-value player care);
  • Player Retention (bonus, promotion, and loyalty programs);
  • Player Reactivation (outreach to dormant or inactive players);
  • Content Management (front-end content, game lobby, localization, promotional materials);
  • Create standardized processes, playbooks, and governance policies across all service areas.
• Select and implement supporting technology platforms (CRM, ticketing/chat systems, fraud-detection tools, analytics dashboards) to enable efficiency, reporting, and automation;
• Define SLAs, KPIs, and dashboards for all services, ensuring measurable and transparent performance;
• Build multilingual capabilities (e.g., English, Spanish, Portuguese, Turkish, Russian) and global coverage to support clients in diverse geographies;
• Drive continuous automation and process improvement across all services.

Operational Excellence & Delivery

• Oversee day-to-day operations across all managed-service teams, ensuring consistent high performance, adherence to SLAs, scalability, and player satisfaction;
• Monitor and optimize service quality, retention, and risk mitigation (fraud, compliance, regulatory);
• Work closely with client-facing teams to ensure smooth onboarding and transition of operator clients into the managed-services model;
• Use data-driven insights to identify bottlenecks, optimize resource allocation, and improve operational efficiency;
• Ensure compliance with all regulatory requirements, including KYC, AML, responsible gaming, and data protection;
• Build a culture of continuous improvement and operational excellence.

Client & Stakeholder Management

• Serve as the senior operational interface for key operator clients: set expectations, manage escalations, review service performance, and ensure satisfaction;
• Collaborate with commercial leadership to refine service offerings and support business-development goals;
• Represent Managed Services at the executive level, reporting on service P&L, operational KPIs, capacity planning, risk, and growth opportunities.

People & Culture

• Lead recruitment, development, and performance management of a global team of service professionals;
• Build a service-oriented culture focused on client success, ownership, and player experience;
• Develop career paths, competency frameworks, and recognition programs for operational teams;
• Promote innovation through technology adoption, process redesign, and cross-functional collaboration.

What Makes You a GR8 Fit:

• 5+ years of leadership experience in iGaming or similar high-volume, multilingual operational environments;
• Operational B2C experience will be seen as a major plus;
• Proven track record of building or transforming global service organizations;
• Deep understanding of at least one of the managed-services domains (player support, fraud operations, VIP/loyalty, retention/reactivation, or content operations);
• Experience creating and scaling service-as-a-product offerings, including pricing and SLAs;
• Strong analytical background with the ability to leverage data for decision-making and performance optimization;
• Demonstrated P&L ownership, capacity planning, and cost optimization experience;
• Excellent collaboration skills and proven ability to influence executive stakeholders and clients;
• Fluent in English; additional languages (Spanish, Portuguese, Russian, Turkish) are an advantage;
• Entrepreneurial mindset — comfortable working in fast-paced, growth-stage environments;
• Inspirational leadership style with a focus on building high-performing, empowered teams.

Key Managed Services Functional Areas:

The scope of this role includes building and managing the following core services:

• First Line Support – 24/7 multilingual live chat and email support across major languages, providing fast and empathetic player assistance;
• Anti-Fraud Support – Monitoring transactions and player behavior, performing KYC and compliance checks, detecting bonus abuse, and managing regulatory escalations;
• VIP Player Support – Dedicated support for high-value players, proactive engagement, and bespoke rewards;
• Player Retention – Execution of loyalty programs, bonus and promotion strategies, and campaign management to increase player lifetime value;
• Player Reactivation – Targeting dormant players through personalized outreach, re-deposit campaigns, and engagement offers;
• Content Management – Maintaining casino website content, localizing game lobbies, banners, and promotional materials to drive engagement and conversion.

Key Success Metrics:

• SLA and KPI performance across all Managed Services functions;
• Client satisfaction and retention rates;
• Player lifetime value improvement and churn reduction;
• Fraud detection and prevention efficiency;
• Operational cost optimization and automation adoption;
• Time-to-onboard new clients;
• Revenue growth and profitability of the Managed Services unit.