Operations lead

1. Develop and Optimize Operational Policies & Standards

· Establish and monitor product & service quality benchmarks, addressing any deficiencies.

· Draft and enforce policies and processes for operational support, ensuring compliance.

· Collaborate with department heads to implement policies and service-level standards.

· Conduct audits to identify gaps and drive necessary improvements.

· Provide operational support training as needed.

2. Facilitate New Product Launches & Major Releases

· Oversee UAT processes, ensuring timely issue resolution.

· Monitor product deployment and performance in coordination with the tech team.

· Track, analyze, and escalate unresolved glitches with recommended solutions.

3. Ensure Quality Control for Existing Products & Systems

· Monitor uptime, conduct continuous testing, and enhance service impact reporting.

· Implement escalation mechanisms for customer feedback and system issues.

· Ensure prompt resolution of concerns and proactive issue management.

4. Manage Operational Budgets & Forecasting

· Develop, track, and analyze budgets, initiating corrective actions as needed.

5. Oversee Third-Party Relationships

· Ensure vendors, suppliers, and partners deliver optimal value.

6. Assess & Improve Business Performance

· Analyze key performance metrics (KPIs) and implement corrective measures.

· Report regularly to senior stakeholders, providing insights on campaign performance, player behavior and retention strategies.

· Identify opportunities to deploy AI for process automation.

· Lead Tier 2 Technical Support, resolving platform configuration issues locally.

7. Staff Management & Development

· Recruit, train, mentor, and motivate teams for peak productivity.

· Implement initiatives to boost staff engagement and morale.

8. Identify & Mitigate Risks

· Proactively alert the legal team to any regulatory or business risks.

9. Drive Continuous Improvement & Innovation

Requirements

· Bachelor’s degree in administration or in a related field.

A master’s Degree would be an added advantage.

· 5+ years of relevant experience with team management and customer-facing support.

Experience in iGaming/Sport Betting operations would be an added advantage.

Competencies

· Technically adept with a keen interest in emerging technologies.

· Ability to develop and articulate product vision and campaign narratives to a wide range of stakeholders.

· Highly organized, capable of managing multiple projects efficiently.

· Strong analytical and critical thinking skills with a process-driven mindset.

· Excellent communicator, able to simplify complex concepts.

· Results-driven with strong leadership and teamwork abilities.

· Strong understanding of customer segmentation and behavioral data.

· Knowledge of payments, affiliate marketing and regulatory frameworks.

· Familiarity with in industry regulations including the Uganda National Lotteries and Gaming Board and compliance guidelines.

· Genuine interest in sports betting and an understanding of online Gaming and Casino products

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