Job Description
The iGaming Operations Manager will be responsible for overseeing daily operational processes, coordinating with cross-functional teams, and ensuring that all customer-facing and back-end functions run smoothly and in compliance with regulatory and company standards.
Operational Management
- Oversee day-to-day operations of RW BET’s online casino platform, ensuring seamless customer experiences across all support channels.
- Lead Supervisors and Support Agents in delivering excellent service while maintaining KPIs and service-level agreements.
- Own the escalation framework to ensure efficient handling of complex or sensitive player cases.
- Manage workflows for payments, including deposits, withdrawals, and refunds, ensuring smooth processing and regulatory compliance.
- Ensure fraud prevention and risk management practices are consistently applied, including monitoring, reporting, and escalation protocols.
- Analyze operational and team performance metrics to identify trends, gaps, and opportunities for continuous improvement.
- Collaborate with compliance, payments, risk, technology, and marketing stakeholders to align operational procedures and drive efficiency.
- Partner with the Director of iGaming on strategic initiatives, regulatory reporting, and long-term operational planning.
- Foster a culture of proactive support, innovation, and accountability that reflects RW BET’s brand as a leader in customer experience.
- Develop and refine training programs, onboarding processes, and quality assurance standards to equip staff and maintain service excellence.
- Conduct regular reviews of team performance, providing coaching, mentorship, and corrective actions as needed.
- Drive workforce planning, scheduling, and coverage strategies to balance efficiency, service quality, and cost control. Optimize staffing levels while supporting ongoing development of Supervisors and Support Agents.
- 3–5 years of experience in iGaming, online casino, or related digital operations.
- Strong understanding of New Jersey iGaming regulations and responsible gaming practices.
- Hands-on experience in workforce management, training, and quality assurance in a customer-focused environment.
- Proven ability to manage day-to-day operations and lead teams effectively.
- Analytical mindset with the ability to interpret data, identify trends, and implement solutions.
- Excellent communication, organizational, and leadership skills.
- Must currently reside in New Jersey and perform all work duties within the state
- Ability to thrive in a fast-paced, hybrid work environment requiring flexibility and cross-functional collaboration.
- Position requires occasional physical activity, including the ability to lift and move items up to 25–50 lbs as needed.
- Opportunity to play a key role in the growth of a rapidly expanding online and mobile gaming platform.
- Collaborative team culture with exposure to operations, compliance, and player engagement.
- Remote/Hybrid flexibility with the chance to participate in launches and industry events.
- Competitive compensation and benefits package.
Training & Quality Assurance
Workforce Management
Qualifications
Why Join RW BET New Jersey LLC