Sweepstakes Casino Operations Manager

About the Role

We're launching a Social Sweepstakes Casino targeting the US and Canadian markets. This platform operates on the sweepstakes model—players purchase Gold Coins (for entertainment) and receive free Sweeps Coins that can be redeemed for real prizes. We need an experienced casino operations professional to own the day-to-day operations, vendor relationships, and player experience from launch through scale.

This is a hands-on leadership role ideal for someone who has operated sweepstakes or social casino products before and understands the nuances of US state-by-state compliance, dual-currency mechanics, and player lifecycle management.

You'll work closely with our development partner (Gammastack), integration vendors, legal counsel, and an external advisory team to build and grow a best-in-class sweepstakes casino.

This role is available in Malta (hybrid) or remote within Europe.

Platform Overview

Our sweepstakes casino will feature:

• Dual-currency system: Gold Coins (purchasable) and Sweeps Coins (free with purchase, redeemable for prizes)

• 2,000+ slot games via Hub88 aggregator

• US and Canadian market focus with state-by-state compliance

• KYC/AML via Sumsub with tiered verification

• Fraud prevention and geolocation via SEON

• CRM and player engagement via Fast Track or Xtremepush

• Customer support via Intercom

• Affiliate management via Scaleo

• Payment processing via multiple US-friendly providers

Responsibilities

Launch & Operations

• Lead platform launch activities including soft launch, beta testing, and full market rollout

• Own daily operations including game management, promotions calendar, and platform health monitoring

• Establish and document standard operating procedures for all operational workflows

• Monitor platform performance and escalate technical issues to Gammastack

Vendor & Partner Management

• Serve as primary point of contact for Gammastack (development), Hub88 (games), and all integration partners

• Manage relationships with Sumsub (KYC), SEON (fraud), Xtremepush (CRM), and payment providers

• Coordinate integration timelines, UAT testing, and production deployments

• Negotiate SLAs and hold vendors accountable to performance standards

Compliance & Legal

• Ensure platform compliance with US sweepstakes laws on a state-by-state basis

• Work with external counsel to maintain legal opinions and update terms of service

• Implement and monitor geolocation blocking for restricted states (WA, ID, MI, NV, MT)

• Oversee KYC flows including identity verification, address verification, and enhanced due diligence

• Manage responsible gaming features including self-exclusion, deposit limits, and cool-off periods

Player Operations & CRM

• Own the player lifecycle from registration through redemption

• Build and execute CRM campaigns using Fast Track or Xtremepush—welcome sequences, reactivation, VIP engagement

• Design and manage the promotions calendar including daily bonuses, tournaments, and special events

• Segment players and create targeted offers based on behavior and value

• Monitor player complaints and escalations, ensuring timely resolution

Customer Support

• Manage customer support operations via Intercom

• Establish support SLAs (first response time, resolution time) and monitor performance

• Create and maintain support knowledge base and canned responses

• Handle escalated player issues including redemption disputes and account problems

Analytics & Reporting

• Track and report on key metrics: registrations, FTDs, GGR, player churn, redemption rates

• Monitor fraud indicators and work with SEON to tune detection rules

• Provide weekly operational reports to leadership

• Identify opportunities for optimization based on data insights

Requirements

Must Have

• 3+ years experience in online casino, social casino, or sweepstakes casino operations

• Deep understanding of the sweepstakes casino model (Gold Coins, Sweeps Coins, no-purchase-necessary, redemption flows)

• Experience with US market compliance and state-by-state regulatory requirements

• Hands-on experience with CRM platforms (Fast Track, Xtremepush, Optimove, or similar)

• Working knowledge of KYC/AML processes and fraud prevention

• Strong vendor management skills—comfortable holding partners accountable

• Excellent organizational skills with ability to manage multiple workstreams

Nice to Have

• Experience with Hub88 or similar game aggregators

• Familiarity with Gammastack or white-label casino platforms

• Background in player support or customer success

• Experience launching a casino product from scratch

• Knowledge of responsible gaming best practices