Head of Operations in Fully

The Role

• Fully remote
• B2B Contract
• Competitive package

On behalf of an emerging B2B iGaming technology and platform provider, we are looking for an experienced Head of Operations to take full ownership of how operators launch and stay live.

The client provides both white-label solutions and full turnkey infrastructure. When a commercial deal signs, you own the delivery engine, ensuring technical integrations, payment routing, and game slates go live without friction, and that day-to-day operations remain stable, fast, and compliant.

You will sit right at the center of commercial promises and technical delivery.

Your mandate is dual-focused: streamline the onboarding and go‑live journey for newly signed operators, and run operational support once brands are live. You have sat on one side of this table before either running casino operations for an operator, or managing platform launches, technical support, and customer delivery for a supplier.

What You Will Do

• Own the launch process end‑to‑end: take signed contracts to live casino lobbies, coordinating payments, KYC routing, game aggregator slates, bonus engine rules, brand styling, and final UAT.
• Lead operator onboarding, setup, and practical back‑office training for client teams.
• Set up tiered L1/L2 technical support, clear escalation paths, and a reliable shift cover model as client volume scales.
• Bridge the gap between external operator teams and internal engineering: reproduce technical bugs, filter noise, and communicate incident fixes in language a COO or Head of Casino trusts.
• Define and track operational metrics that matter: time‑to‑launch, first deposit rates, ticket resolution time, payout exception volume, KYC drop‑off rates, and MTTR.
• Manage day‑to‑day relationships with critical third‑party vendors: PSPs, KYC providers, game studios, and the master licence holder.
• Maintain clean SOPs and audit‑ready documentation, and hire the initial distributed operations and support team as capacity demands.

What You Need to Have

• 6+ years in operational roles, with at least 3+ years directly inside iGaming (operator casino operations, B2B platform launch management, or customer ops).
• Direct experience launching or migrating at least one live casino brand. You can comfortably talk through payment gateway go‑lives, game aggregation setups, bonus engine rules, and what goes wrong during week‑one traffic.
• Practical back‑office fluency: Hands‑on knowledge of player management tools, manual KYC queues, withdrawal approval workflows, bonus abuse patterns, responsible gaming checks, and multi‑brand configurations.
• Composed crisis management: When a payout queue stalls at 2:00 AM, you diagnose, communicate clearly, and fix the issue without panic or theater.
• Strong, clear business English (written and verbal).

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