Operations Manager (Dutch Speaking, Malta Based - Remote/Hybrid)
Smart Gaming BV
Malta Island
Permanent
Full-time
1 month ago
Welcome to Betnation!Betnation.nl is more than an online casino — we’re a community where excitement, fun, and integrity come together. Since our launch in October 2022, we’ve grown into one of the top-rated casinos in the Netherlands, offering nearly 3,000 games and a full sportsbook. Our core values are professionalism, transparency, honesty, and authenticity, and we promote safe and responsible gaming every day: “A winner knows when to stop.” “Be smart. Play responsibly.”About the RoleAs Operations Manager Customer Support & Responsible Gambling, you are responsible for the operational leadership and performance of both the Customer Support (CS) team and the Responsible Gambling (RG) team. You safeguard quality, performance, and compliance, ensuring that service excellence, regulatory requirements, and a human approach remain in balance.The CS Manager and Responsible Gambling Manager report directly to you. You report to the Country Manager and the Operational Director. In this role, you act as the link between operations and senior management, translating strategic objectives into effective day to day execution.What You Will Do- Provide operational leadership to the Customer Support and Responsible Gambling teams- Coach and support the CS Manager and RG Manager in their leadership and team development- Monitor and optimise SLAs, KPIs, and quality standards- Design, implement, and analyse quality measurements and QA results- Work with Zendesk to monitor performance insights, workflows, and capacity management- Prepare and present operational reports to the Country Manager and Operational Director- Identify trends, risks, and bottlenecks based on data and quality analysis- Ensure compliance with regulations related to Responsible Gambling, AML, KYC, and data protection- Lead and coordinate operational improvement and change projects- Stimulate collaboration between CS, RG, and other departments- Safeguard a people focused approach towards both players and employeesWhat You Bring- Minimum of 2 years of experience as a Customer Support Manager and or Responsible Gambling Manager, or in a comparable leadership role- Experience managing and coaching managers or team leads- Strong affinity with SLAs, KPIs, QA, and quality management- Hands on experience with Zendesk or similar support tools- Solid knowledge of relevant gaming regulations- Analytical mindset combined with pragmatic execution- People oriented and coaching leadership style- Experience reporting to senior management or executive level- Fluent Dutch and good command of English- Living in Malta or willing to work from MaltaWhat We Offer- A key leadership role within the operational management of two core teams- Close collaboration with the Country Manager and Operational Director- Flexible and partly remote working, with Malta as your base- Significant opportunity to impact quality, compliance, and team development- A driven, international, and ambitious teamWhy Work at Betnation?In this role, you shape the daily operations of Customer Support and Responsible Gambling at Betnation. You combine data, quality, and human understanding, playing a crucial role in safeguarding a safe and high quality player experience. Together with strong managers and committed teams, you contribute to building an organisation that stands for transparency, responsibility, and sustainable growth.