Operations Executive

Location: Hybrid - Mrieħel Malta (3 days per week in office)
Reporting to the Head of Operations

The Role

We are looking for a proactive and detail-oriented Operations Executive to support the Head of Operations in driving the smooth running and growth of a fast-paced online gaming platform specializing in Case Opening (gamified unboxing experience).

This role is ideal for someone eager to expand into a broader operations career path. Youll gain exposure to all key areas of casino operations - compliance payments platform management and vendor relations - while contributing to day-to-day execution and long-term strategy.

Key Responsibilities

Operational Support & Coordination

• Assist the Head of Operations in managing daily platform performance ensuring seamless uptime and service delivery.

• Track and report operational KPIs escalating risks or issues promptly.

• Coordinate workflows across teams (tech product compliance CS) to ensure efficiency and alignment.
  

Customer Experience & Escalation Handling

• Act as the operational liaison with the CS team supporting resolution of complex player issues and escalations.

• Analyze player pain points and provide recommendations to improve support processes and platform UX.

• Support initiatives around responsible gaming player safety and fraud prevention.
  

Compliance Risk & Fair Play

• Assist in KYC/AML monitoring and ensure adherence to regulatory standards.

• Help monitor player activity to identify potential fraud collusion or abuse.

• Maintain and update operational policies and process documentation.

Partner & Vendor Relations

• Support the Head of Operations in managing relationships with game providers payment processors and other vendors.

• Coordinate integrations updates and ongoing communication with partners.

• Track SLAs and performance metrics escalating issues when necessary.

Process Improvement & Strategic Input

• Identify opportunities to streamline operations and optimize workflows.

• Contribute player-facing insights to product development and operational strategy.

• Stay informed on industry trends in iGaming crypto and blockchain to bring forward new ideas.

What You Bring

• 1 - 4 years of experience in iGaming operations customer service leadership or related fields (eg CS Team Leader/Trainer).

• Strong knowledge of online casino products player behavior and industry best practices.

• Familiarity with backend platforms payment processes or operational tools in the gaming industry.

• Excellent organizational and problem-solving skills staying ahead of deadlines and keeping projects on track.

• Comfortable pivoting between diverse responsibilities and stepping in wherever the team needs support most.

• Strong communication skills good listener who can absorb feedback quickly and are always looking for ways to improve their performance.

• Understanding of KYC/AML processes and responsible gaming principles

Nice-to-Haves

• Previous exposure to crypto casinos or blockchain-based platforms.

• Understanding of cryptocurrency payments (BTC ETH stablecoins).

• Knowledge of analytics/reporting tools (Google Analytics Looker Power BI SQL).

• Experience with affiliate marketing operations in iGaming.

What you can expect

• The chance to make a tangible impact in a rapidly growing global company.

• A culture that rewards ambition innovation and collaboration.

• Comprehensive benefits package for Malta-based employees including:

  • Private health insurance wellness allowance and communication allowance.

  • Healthy lunch on Wednesdays Social Fridays and Summer & Christmas events.

  • Employee discounts in restaurants and businesses.

  • Extended second-parent leave policy.

  • Private parking space.