Job Description

Location: Malaga, Spain

We are looking for a Head of Live Casino Studio Operations to lead and optimize the day-to-day management of our live casino studio staff. This role focuses on managing Service Managers, Hosts, and operational teams to ensure a seamless player experience, high service standards and operational efficiency. You will oversee staffing, training, compliance and service quality, working closely with HR, Compliance and Technical teams.

Responsibilities

Leadership & Team Management

• Lead and inspire Service Managers, Hosts, and operational teams, fostering a customer-centric and high-performance culture.
• Oversee Risk, Training, QA, and Customer Support teams, ensuring seamless collaboration with HR, Compliance, and Technical Support.
• Develop and implement staff training programs in partnership with HR and Technical Support to ensure all team members have the skills needed to excel.
• Provide coaching and performance management to direct reports, setting clear expectations and ensuring consistent improvement.
• Ensure efficient shift planning and resource allocation, optimizing staffing levels to maintain high service standards.
  
  

Operational Efficiency & Performance Management

• Set and maintain high service standards, monitoring customer interactions and ensuring that escalations are handled promptly.
• Monitor and analyse key performance indicators (KPIs), identifying trends, inefficiencies, and opportunities for improvement.
• Work closely with the Technical Support and IT teams to resolve technical issues related to the live casino studio, minimizing downtime and disruptions.
• Systematically review operational workflows and identify process improvements to enhance efficiency and service quality.
• Ensure the reliability of equipment and technical infrastructure, coordinating with relevant departments to address any operational concerns.
  
  

Compliance & Security

• Ensure all gaming policies, rules, and regulations are strictly followed across the studio, maintaining integrity and fairness.
• Collaborate with the Compliance team to enforce responsible gaming initiatives, ensuring a safe environment for both players and staff.
• Regularly review and update policies and procedures, ensuring they align with industry standards and regulatory requirements.
  
  

Qualifications

• Be in possession of a valid working permit to work in the EU.
• Be fluent in both written and spoken English.
• Proven experience as a Head of Operations or similar leading role within the live casino or online gaming industry is of great importance.
• Strong background in customer service management and technical support, with a track record of delivering exceptional customer experiences.
• Excellent leadership and interpersonal skills, with the ability to motivate and guide a diverse team effectively.
• Technical proficiency in live casino platforms, software, and technical troubleshooting.
• Knowledge of live casino games and operational procedures.
• Analytical mindset with the ability to leverage data for continuous improvement.
• Familiarity with gaming regulations and responsible gaming practices is a plus.
• Flexibility to work in a 24/7 operational environment, including weekends and holidays, where necessary.
  
  

Other Information

As part of the application process, short-list candidates will be required to undergo a comprehensive background check.

About Us

RAW is a new studio with a conviction to create something that stands out in the sea of sameness. We develop innovative, easy-to-understand and highly entertaining slot games for the gaming industry. We were founded in March 2021, by well-known industry experts with strong investment backing.

At RAW iGaming, we believe in the fundamental principles of equality and diversity. We are committed to fostering an inclusive environment where everyone, regardless of gender, race, age, sexual orientation or beliefs, is respected and valued. This commitment is integral to our culture and drives our efforts to ensure equal opportunities and create a diverse and dynamic workforce.