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.

8 skills required

8 skills required for this role

Add these skills to join the top 1% applicants for this job

excel

communication

customer-centric

resource-allocation

quality-control

resource-planning

problem-solving

team-management

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.

Apply for this job

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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Head of Floor Operations – Live

Job Summary

Job Description

8 skills required

8 skills required for this role

Job Details

Job Description

Responsibilities

Qualifications

Other information

About us

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