iGaming Operations Manager
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Job Location:
Saddle Brook, NJ - USA
Monthly Salary:
$ 75000 - 85000
Posted on:
4 days ago
Vacancies:
1 Vacancy
Job Summary
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 BETs 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 BETs brand as a leader in customer experience.
Training & Quality Assurance
- 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.
Workforce Management
- 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.
Qualifications
- 35 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 2550 lbs as needed.
Why Join RW BET New Jersey LLC
- 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.
Salary: $75000 - $85000
Required Experience:
Manager
Key Skills
- Six Sigma
- Lean
- Management Experience
- Process Improvement
- Microsoft Outlook
- Analysis Skills
- Warehouse Management System
- Operations Management
- Kaizen
- Leadership Experience
- Supervising Experience
- Retail Management
About Company
Resorts World New York City is the only casino in NYC, offering guests an unparalleled gaming and entertainment experience. With over 6,500 of the most
