Head of Operations - Managed Services

EveryMatrix is a leading B2B SaaS provider delivering iGaming software, content and services. We provide casino, sports betting, platform and payments, and affiliate management to 300 customers worldwide.

Role Overview:

This role oversees the day-to-day execution across all Managed Services verticals.
The primary focus is to manage daily operations, ensuring continuous client growth, satisfaction, and long-term success. You will manage a cross-functional team to deliver seamless CRM, Marketing, and Platform Operations.

Key Responsibilities:

• Own the day-to-day workflow for client deliverables, ensuring high standards across "do-it-for-you" services, rapid deployments, and consultancy outcomes to drive client success.

• Direct and mentor the core execution team, fostering a high-performance culture and ensuring seamless collaboration across all operational functions.

• Manage operational budgets, resource allocation, and capacity planning to ensure the team can scale effectively alongside client growth.

• Lead Quarterly Business Reviews and consistently report performance metrics, operational health, and growth opportunities to key clients and internal stakeholders.

• Establish and monitor Service Level Agreements (SLAs) with internal technical teams and external vendors to maintain top-tier service delivery.

• Drive specialized initiatives and collaborate with third-party providers to secure and implement new client features, such as AI-driven chat services or outsourced customer support solutions.

• Ensure effective CRM strategy execution, bonus setup, and frontend banner/promo page management.

• Develop comprehensive player lifecycle strategies, including advanced segmentation, retention campaigns, and VIP program management to maximize player lifetime value (LTV).

• Implement data-driven churn prevention models and monitor key CRM performance indicators to continuously optimize campaign execution.

• Oversee client support for marketing activities and affiliate strategy execution.

• Supervise light integrations with third-party CRM systems.

• Ensure compliance best practices are integrated and adhered to across all operational workflows and client deliverables.

• Frequent travel on an as-needed basis for key client meetings, operational workshops, or industry events.

Requirements:

• Proven experience working specifically within the iGaming B2B sector.

• A minimum of 5 years of managerial experience leading teams.

• Direct experience in CRM, Marketing, and Operations.

• Experience in Customer Support and familiarity with leveraging AI capabilities within operational workflows.

• Strong understanding of iGaming regulatory landscapes and compliance best practices.

• Excellent communication and presentation skills for effective stakeholder and client management.

• Strong analytical and problem-solving abilities, with a focus on data-driven decision-making and ROI.

• Proven track record of optimizing workflows, scaling operations, and managing complex projects.

• High adaptability and the ability to thrive in a fast-paced, dynamic environment while managing competing priorities.

• Strong English communication skills

Here's what we offer: