Director of Operations

  • Basis:  Full-Time (Hybrid)
  • Closing Date:  03 May, 2024
  • Job Ref:  KMP-89893

Job Description

Welcome to Pinnacle, the ultimate destination for sports enthusiasts seeking an exhilarating sportsbook and gaming experience! Established in 1998, we have solidified our position as one of the globe’s foremost licensed online gaming companies. With our cutting-edge offerings, we guarantee an electrifying experience that will keep you on the edge of your seat.

Pinnacle invites you to join our team and become an instrumental figure in the exciting realm of sports betting. Our vibrant team is fueled by passion and driven by innovation, working together to redefine the landscape of sports betting and gaming. Together, we constantly strive to surpass limitations and deliver unparalleled experiences to sports enthusiasts worldwide. Prepare yourself for a thrilling journey and discover sports in an entirely new dimension with Pinnacle!

Apply and join our team today!

Job Summary
The main purpose of this role is to lead the company’s Customer Service, Payment Processing, and Fraud Prevention functions to drive efficiency and foster cross-departmental collaboration. The successful candidate will be responsible for ensuring the smooth and efficient operation of these critical functions, with a focus on delivering exceptional service to our customers while effectively managing risks and optimizing processes.

Main Duties and Responsibilities

  • Lead and manage the Customer Service, Payment Processing, and Fraud Prevention departments, overseeing day-to-day operations and ensuring alignment with company goals and objectives.
  • Develop and implement strategies to enhance the customer experience, drive customer satisfaction, and maximize customer retention.
  • Monitor key performance indicators (KPIs) and metrics to evaluate departmental performance and identify areas for improvement.
  • Innovate and standardize business processes across different departments, enhancing operational efficiency and effectiveness.
  • Manage the adoption and optimization of technology solutions, ensuring the seamless operation of our operational tools and systems.
  • Lead the charge in resolving cross-departmental issues, maintaining operational continuity and excellence.
  • Ensure adherence to regulatory requirements and industry standards across operations.
  • Conduct contract reviews, negotiations and due diligence to ensure favourable terms and compliance with company standards.
  • Collaborate with cross-functional teams, including Product, Marketing, and Compliance, to develop and implement initiatives to enhance operational efficiency and effectiveness.
  • Drive a culture of continuous improvement and innovation within the Operations team, fostering a collaborative and results-oriented work environment.
  • Stay abreast of industry trends, regulations, and best practices, and make recommendations for process improvements and enhancements.
  • Work closely with the Business Intelligence function to set up the necessary tracking mechanisms to analyse and report on business performance.

Knowledge – Including Qualifications

  • Bachelor’s degree in Business Administration, Management, or a related field.
  • Proven track record in a senior management role within operations.
  • Strong knowledge in the sportsbook or iGaming industry.
  • Strong leadership and management skills, with the ability to motivate and inspire teams to achieve goals and objectives.
  • Excellent analytical and problem-solving skills, with a data-driven approach to decision-making.
  • Exceptional communication and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders.
  • Ability to thrive in a fast-paced and dynamic environment, with a strong sense of accountability and urgency.