Head of Floor Operations – Live

2 Months ago • All levels • Operations

Job Summary

Job Description

The Head of Live Casino Floor Operations at RAW iGaming in Malaga, Spain, will lead and optimize the daily management of live casino studio staff. Responsibilities include managing Service Managers, Hosts, and operational teams to ensure a seamless player experience, high service standards, and operational efficiency. This role oversees staffing, training, compliance, and service quality, working closely with HR, Compliance, and Technical teams. Key duties involve leadership and team management, operational efficiency and performance management, and ensuring compliance and security within the gaming environment. The ideal candidate will have proven experience in a similar leading role within the live casino or online gaming industry, strong customer service and technical support skills, and excellent leadership abilities.
Must have:
  • Proven experience as Head of Floor Operations or similar role in live casino/online gaming.
  • Excellent leadership & interpersonal skills to motivate a diverse team.
  • Technical proficiency in live casino platforms, software, and troubleshooting.
  • Knowledge of live casino games and operational procedures.
  • Ensuring compliance with gaming policies, rules, and regulations.
Good to have:
  • Familiarity with gaming regulations and responsible gaming practices.
  • Fluency in written and spoken English.

Job Details

Job Description
Location: Malaga, Spain
 
 We are looking for a Head of Live Casino Floor Operations to lead and optimize the day-to-day management of our live casino studio staff. This role focuses on managing Service Managers, Hosts, and operational teams to ensure a seamless player experience, high service standards and operational efficiency. You will oversee staffing, training, compliance and service quality, working closely with HR, Compliance and Technical teams.
Responsibilities
Leadership & Team Management
  • Lead and inspire Service Managers, Team Managers and Hosts, fostering a customer-centric and high-performance culture.
  • Oversee Risk, Training, QA, and Customer Support teams, ensuring seamless collaboration with HR, Compliance, and Technical Support.
  • Develop and implement staff training programs in partnership with HR and Technical Support to ensure all team members have the skills needed to excel.
  • Provide coaching and performance management to direct reports, setting clear expectations and ensuring consistent improvement.
  • Ensure efficient shift planning and resource allocation, optimizing staffing levels to maintain high service standards.
Operational Efficiency & Performance Management
  • Set and maintain high service standards, monitoring customer interactions and ensuring that escalations are handled promptly.
  • Monitor and analyse key performance indicators (KPIs), identifying trends, inefficiencies, and opportunities for improvement.
  • Work closely with the Technical Support and IT teams to resolve technical issues related to the live casino studio, minimizing downtime and disruptions.
  • Systematically review operational workflows and identify process improvements to enhance efficiency and service quality.
  • Ensure the reliability of equipment and technical infrastructure, coordinating with relevant departments to address any operational concerns.
Compliance & Security
  • Ensure all gaming policies, rules, and regulations are strictly followed across the studio, maintaining integrity and fairness.
  • Collaborate with the Compliance team to enforce responsible gaming initiatives, ensuring a safe environment for both players and staff.
  • Regularly review and update policies and procedures, ensuring they align with industry standards and regulatory requirements.
Qualifications
  • Be in possession of a valid working permit to work in the EU.
  • Be fluent in both written and spoken English.
  • Proven experience as a Head of Floor Operations or similar leading role within the live casino or online gaming industry is of great importance.
  • Strong background in customer service management and technical support, with a track record of delivering exceptional customer experiences.
  • Excellent leadership and interpersonal skills, with the ability to motivate and guide a diverse team effectively.
  • Technical proficiency in live casino platforms, software, and technical troubleshooting.
  • Knowledge of live casino games and operational procedures.
  • Analytical mindset with the ability to leverage data for continuous improvement.
  • Familiarity with gaming regulations and responsible gaming practices is a plus.
  • Flexibility to work in a 24/7 operational environment, including weekends and holidays, where necessary.
Other information
As part of the application process, short-list candidates will be required to undergo a comprehensive background check.
About us

RAW is a new studio with a conviction to create something that stands out in the sea of sameness. We develop innovative, easy-to-understand and highly entertaining slot games for the gaming industry. We were founded in March 2021, by well-known industry experts with strong investment backing.

 
At RAW iGaming, we believe in the fundamental principles of equality and diversity. We are committed to fostering an inclusive environment where everyone, regardless of gender, race, age, sexual orientation or beliefs, is respected and valued. This commitment is integral to our culture and drives our efforts to ensure equal opportunities and create a diverse and dynamic workforce.

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About The Company

The saying is: you shouldn’t bring a knife to a gunfight. Implying that you should bring a gun. But why stop there? Bring a bazooka, a sniper rifle or, heck, a tank. With lasers. That can fly. It’s not cheating to choose a smarter tool. Something more effective and innovative. To survive as an operator in this highly competitive industry, you must dare to stand out in the sea of sameness. That’s why you need RAW. 


RAW is an idea and philosophy of how and what you truly need to differentiate your player offer. Built from the raw, using one-part insane creativity and one-part commercial sanity. Always designed with simplicity in mind, making our games easy to understand and play. By combining familiar elements with drastically different elements, we let you revitalise, renew and reinforce your entertainment offer. 


To get the edge you have to truly dare something new, something innovative, something that blows your players socks, shirts and hats off. That's why we deliver games that stand out. Let's talk.

Málaga, Andalusia, Spain (Remote)

Pietà, Malta (On-Site)

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