Job Description
The CASINO OPERATIONS ANALYST will report directly to the VP of iGaming and work together with the rest of the management team, tech team and business operations.
This role supports the team on daily operations tasks, managing co-operation with other departments to achieve profitability of the Casino beyond marketing activities. This role manages a varied number of tasks such as KPIs, game schedule, customer escalations management and game analysis, as well as market analysis. The Casino Operations Manager is also responsible for game- and lobby management, releasing content and evaluating lobby presence based on game performances. The position holder ensures this is done by doing the following:
- Investigating & resolving Customer Operations escalations and daily monitoring thereof.
- Assist with Customer Operations training, compliance, and player management policies.
- Assist with operational reporting on KPI’s, game analysis and ad-hoc reporting when required and monitoring thereof.
- Assist in the development of product features and product roadmap to ensure the success of this product on the market, localization, customer experience and profitability.
- Assist with VIP Management – Campaigns, flagging and processes.
- Provide essential feedback and updates on KPI’s.
- Assist with additional market analysis and supply feedback.
- Games release management. Lobby management
- Work with marketing on campaigns and customer communication
- Work with development and operations teams to make sure everything is tested, working and bug free to the consumer
- Manage all casino suppliers, making sure that these relationships are kept, finance processes for billing are met and new partners are engaged and enrolled in our content and feature strategy