Leadership.

About the Role A fast-expanding organisation in the iGaming sector is seeking an experienced Operations Manager – Customer Service to lead the launch and ongoing management of its in-house support center in Lima. This is a high-impact role that combines strategic leadership with operational execution, offering the opportunity to shape customer service delivery across multiple digital channels. The selected individual will be responsible for aligning frontline teams with performance standards, building a strong internal culture, and driving continuous improvement in a regulated and fast-paced environment. This position serves as a key link between leadership, operational teams, and the end-user experience, using data-driven insights to elevate service delivery and customer satisfaction. This is a unique opportunity to help build and scale a customer-focused operation from the ground up while contributing directly to customer experience, team development, and operational efficiency. Main Responsibilities: Customer Service Leadership: Oversee daily customer support operations across all active channels, including live chat, email, WhatsApp, and formal dispute resolution. Ensure that all activities meet internal service level targets and comply with relevant regulatory standards. KPI Management & Performance Oversight: Monitor and analyze essential metrics such as Service Level (SL), Average Handle Time (AHT), First Contact Resolution (FCR), Customer Satisfaction (CSAT), Net Promoter Score (NPS), abandonment rates, and overall productivity. Lead structured reviews (weekly, monthly, quarterly) and proactively address underperformance. Team Leadership & Development: Lead and coach a team of Team Leaders, Quality Assurance (QA) specialists, and Training personnel. Drive a culture of continuous development through one-on-one coaching, performance plans, calibrations, and skills assessments. Workforce Planning: Manage forecasting, scheduling, shrinkage planning, adherence tracking, and real-time monitoring to ensure efficient resource allocation across all shifts. Adjust staffing levels and distribution as needed based on customer demand and live data. Customer Experience Optimization: Identify pain points and friction in the customer journey. Use insights from CSAT, NPS, and FCR to revise scripts, workflows, and service strategies in order to boost resolution speed and user satisfaction. Operational Excellence & Continuous Improvement: Drive improvement sprints to close performance gaps and implement scalable solutions. Collaborate with internal stakeholders (Product, Tech, Compliance) to streamline workflows and introduce operational efficiencies. Regulatory Compliance & Data Protection: Ensure full compliance with local laws, specifically Law Nº 29733 (Peru’s Personal Data Protection Law), and follow internal data security standards. Prior experience with COPC standards is considered an advantage. Stakeholder Collaboration: Liaise with internal teams and other business units to resolve systemic issues, create root cause analyses, and propose detailed improvement plans. Reporting & Analysis: Prepare and present executive-level reporting, including incident reviews, performance summaries, and actionable insights to support strategic decision-making. Tool & System Validation: Participate in the testing and feedback process for customer service platforms and tools to ensure reliability, usability, and alignment with business needs. Desired Experience: Leadership Background: A minimum of 5 years in a managerial role within customer service or contact center environments, preferably within high-volume industries such as iGaming, technology, or regulated services. Team Management: Proven ability to lead diverse customer operations teams, including supervisors, QA professionals, and training staff, while managing multiple service channels or campaigns. Analytical Skills: Strong data analysis capabilities with hands-on experience in Excel; familiarity with Power BI is considered a plus. Operational Knowledge: Deep understanding of workforce management principles, service quality methodologies, and structured training programs. Technology & Tools: Experience using service platforms such as Zendesk, Jira, and Google Workspace is advantageous. Language Skills: Spanish – Native level (mandatory) English – Advanced or fluent (required for cross-regional collaboration) Portuguese – Intermediate level is a plus Regulatory Understanding: Good working knowledge of Peruvian labor regulations and Law Nº 29733 relating to data privacy and protection. Work Flexibility: Willingness to work rotating shifts, with occasional weekend coverage based on operational requirements. Education: Degree or ongoing studies in Business Administration, Engineering, IT, or a related field.

We are delighted to have been appointed exclusively by Capital Entertainment & Leisure to secure a transformational, senior leader for their multi-site land-based gaming and entertainment business in Ireland. Reporting to the CEO, the Operations Director has full accountability for day-to-day performance across all venues, embedding consistency, compliance and customer-focused operating standards in a transitioning regulatory environment. Role Overview Responsible for operational delivery, commercial performance, people leadership and regulatory compliance across the estate. A key member of the executive team, translating performance data into practical actions and continuous improvement. Key Responsibilities Lead daily operations across all venues, ensuring consistent customer experience and operating standards. Own venue-level P&L, KPIs, labour efficiency and machine/bingo performance. Optimise layouts, machine mix, service models and event programming. Review estate performance and support refurbishments, reconfigurations and capital investment decisions. Recruit, develop and manage venue leadership teams, embedding accountability and professional standards. Ensure full compliance with Ireland’s gambling regulations, including AML, safer gambling, ID verification and inspections. Own operational systems, reporting, cash control and auditability. Lead change initiatives and act as a senior operational advisor to the CEO. Candidate Profile Senior experience in land-based gaming operations (casinos, AGCs or large bingo venues). Strong expertise in machine operations, security and regulated environments. Proven multi-site operational leadership with full P&L responsibility. Commercial, data-literate and hands-on leadership style. High integrity, sound judgment and confidence in making difficult decisions.

Our client develops gaming products for the iGaming industry, working with aggregators and online casino operators. With a focus on proprietary game development, launching new gaming brands, and building B2B partnerships. Operates internationally. We are looking for a hands on CEO to take full strategic and operational ownership of the business: scaling products, managing partnerships, and driving commercial growth. Key Responsibilities Define and execute company strategy in iGaming game development and distribution Full P&L ownership, budgeting, ROI and KPI control Market analysis, product portfolio and brand development Building and managing partnerships with aggregators, platforms, and casino operators Oversight of marketing and commercialization strategy (B2B/B2C) Building and leading management and operational teams Ensuring regulatory compliance (Curacao, MGA, Responsible Gaming, AML/KYC) Representation of the company at industry events and conferences Required Background Previous CEO / Managing Director / Head of iGaming role within iGaming, online casino, game studio. Strong understanding of online casino market, game mechanics, aggregators, and platforms Experience working with licensed operators and international partners Solid business, financial, and strategic management skills English: Intermediate or higher Experience launching or scaling gaming brands Strong industry network