Game Operations Manager

Accountabilities:

Technical Support and Issue Management:
Manage and process technical support tickets, ensuring requests are handled efficiently and resolved within appropriate timeframes.
Monitor recurring and large-scale technical issues, analyze their impact, and escalate them to the relevant departments for resolution.
Coordinate communication between internal teams to ensure timely follow-up and minimize operational disruptions.
Game Content Management:
Configure and integrate new game providers and games into the platform.
Organize, categorize, maintain, and optimize the gaming content library.
Ensure that game content is correctly configured, accessible, and functioning as expected.
Product Quality and Performance Monitoring:
Identify product bugs and technical inconsistencies, collect relevant data, and coordinate with technical teams to ensure resolution.
Monitor key technical performance indicators, including loading speeds, completed gaming sessions, and overall platform stability.
Analyze operational metrics and identify opportunities to improve platform performance, reliability, and user experience.
Cross-Functional Collaboration:
Work closely with technical, product, and operations teams to maintain seamless platform functionality.
Communicate technical issues, operational requests, and improvement opportunities to the appropriate stakeholders.
Collaborate with Marketing teams on promotional activities, campaigns, and initiatives designed to attract and engage customers.
Contribute to continuous process improvements and the development of efficient operational workflows.
Requirements:
Previous professional experience in the iGaming industry, with a good understanding of online gaming operations and platform environments.
Practical experience working with Excel and CRM systems to manage operational information and analyze data.
Strong analytical skills and the ability to interpret operational metrics and performance indicators.
Understanding of SLA (Service Level Agreement), SLO (Service Level Objective), and KPI (Key Performance Indicator) metrics.
Ability to identify operational trends, investigate recurring issues, and translate data into actionable recommendations.
Strong organizational and multitasking skills, with the ability to prioritize several requests and responsibilities in a fast-paced environment.
Excellent attention to detail and a high level of accountability when managing technical and operational processes.
Strong communication and collaboration skills, with the ability to coordinate effectively across different departments.
Proactive attitude, curiosity, and willingness to learn new tools, processes, and technologies.
Adaptability and resilience, with the ability to respond effectively to changing priorities and evolving business needs.
A continuous improvement mindset and genuine interest in contributing to the quality and efficiency of gaming operations.
Benefits:
Fully Remote Work: Flexibility to work remotely from a location where you feel comfortable and safe, with access to company hubs in Kyiv and Warsaw if needed.
Work-Life Balance: 20 working days of paid annual leave, public holidays, and paid sick leave.
Health Insurance: Comprehensive medical insurance with access to leading healthcare providers.
Mental Health Support: Coverage for psychological support and consultations through the Pleso platform.
Monthly Benefits Allowance: Access to a flexible monthly benefits budget that can be used for personal interests, hobbies, sports, and other lifestyle activities.
Professional Development: Individual learning budgets for courses, workshops, and other professional development activities.
Language Learning: Access to corporate English lessons to strengthen communication and international collaboration skills.
Mentoring and Career Growth: Structured career development plans, regular performance reviews, mentoring programs, and opportunities for professional advancement.
Team Events and Activities: Opportunities to participate in workshops, team-building activities, corporate events, and social initiatives.
Learning Resources: Access to an online library and a variety of educational resources to support continuous learning.
Collaborative Culture: Join a supportive, international team that values teamwork, openness, positivity, initiative, and knowledge sharing.
Innovative Environment: Work with modern technology and in-house development capabilities, with opportunities to contribute to solutions built from the ground up.
Process Automation: Benefit from streamlined workflows and automation initiatives that reduce repetitive tasks and allow more time for meaningful work.
Autonomy and Flexibility: A dynamic, low-bureaucracy environment that encourages independent decision-making, fresh ideas, and proactive contributions.