Player Operations Manager
Role Overview
This senior-level Player Operations Manager role involves overseeing AV, KYC, risk management, and payment processing workflows while managing a team of Operations Specialists. Day-to-day responsibilities include monitoring transactions for fraud, optimizing payment success rates, and collaborating with internal teams to refine processes and implement training. The hire will drive operational improvements, ensure compliance with industry best practices, and act as a senior escalation point to resolve challenges and enhance team performance.
Perks & Benefits
The role is fully remote, offering flexibility to work from anywhere, with expectations to manage remote teams across different time zones effectively. It provides opportunities for career growth through strategic oversight, mentorship of specialists, and collaboration with senior leadership and payment providers. The company culture emphasizes operational excellence, data-driven decision-making, and continuous improvement in a fast-growing iGaming environment.
Full Job Description
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 Manager 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
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