Job Summary

Job Description

The Head of Live Casino Studio Operations will lead and optimize the daily management of live casino studio staff in Malaga, Spain. Responsibilities include managing Service Managers, Hosts, and operational teams to ensure a seamless player experience and operational efficiency. This role oversees staffing, training, compliance, and service quality, requiring close collaboration with HR, Compliance, and Technical teams. Key responsibilities involve leadership and team management, operational efficiency and performance management, and ensuring compliance and security within the studio environment. The ideal candidate will possess proven experience in a similar leadership role within the live casino or online gaming industry, strong customer service and technical support skills, and excellent leadership abilities.

Must have:

Proven experience in live casino operations leadership
Strong customer service & technical support background
Excellent leadership & team management skills
Knowledge of live casino games and procedures
Compliance and regulatory knowledge

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 Studio 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, Hosts, and operational teams, 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 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.

Similar Jobs

Principal Economy Designer - Unannounced Project

Scopely

Barcelona, Catalonia, Spain (Hybrid)

• 2 Months ago

Sales Development Representative

Alphasense

New York, New York, United States (Hybrid)

• 4 Months ago

Associate, Finance & Strategy, Games

Netflix

Los Angeles, California, United States (On-Site)

• 2 Months ago

Business Development Representative

Lead venture

Des Moines, Iowa, United States (On-Site)

• 6 Months ago

Senior Licensing Manager

WildBrain

Taipei City, Taiwan (Hybrid)

• 1 Week ago

Region Operations Associate

GoTo Group

Jakarta, Jakarta, Indonesia (On-Site)

• 6 Months ago

Research Operation Coordinator - Global Research Operations Team (Contract)

Riot Games

Shanghai, Shanghai, China (On-Site)

• 5 Days ago

Senior Manager, Client Strategy & Value Creation

Realworld one

Germany (Hybrid)

• 1 Month ago

Senior Internal Controls Manager

Google

Toronto, Ontario, Canada (On-Site)

• 1 Week ago

Mosquito Biologist/Scientist

Google

Singapore (On-Site)

• 1 Week ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Associate Art Director - Dead by Daylight

Behaviour Interactive

Montreal, Quebec, Canada (Hybrid)

• 1 Month ago

Community Manager VII

Infernozilla

United States (Remote)

• 4 Months ago

Senior Cinematic Producer

Light Speed Studios

Irvine, California, United States (On-Site)

• 1 Month ago

Software Developer III

Sinch

United States (Remote)

• 1 Week ago

Junior Finance

Fliff Inc

Philadelphia, Pennsylvania, United States (On-Site)

• 9 Months ago

Disney+ Program Finance Assistant Internship

The Walt Disney Company

Paris, Île-de-France, France (On-Site)

• 1 Month ago

Senior Operations Specialist (Accounts Receivable), Leasing

Tesla

Manchester, England, United Kingdom (On-Site)

• 2 Months ago

Fashion Account Management Intern

ByteDance

Taguig, Metro Manila, Philippines (On-Site)

• 1 Week ago

eCommerce Manager

The Walt Disney Company

Minato City, Tokyo, Japan (On-Site)

• 1 Week ago

Software Development Engineer in Test

TravClan

New Delhi, Delhi, India (On-Site)

• 7 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Málaga, Andalusia, Spain

Principal Combat Designer

Scopely

Barcelona, Catalonia, Spain (Hybrid)

• 3 Months ago

Product Owner

Aristocrat Gaming

Barcelona, Catalonia, Spain (Hybrid)

• 4 Months ago

Infrastructure Engineer

Gaming Innovation Group

Community Of Madrid, Spain (Hybrid)

• 1 Month ago

Principal Animator - Unannounced Project

Scopely

Barcelona, Catalonia, Spain (Hybrid)

• 2 Months ago

Senior Game Economy Designer

Voodoo

Barcelona, Catalonia, Spain (Hybrid)

• 1 Month ago

Senior Software Engineer (Full Stack Engineer)

Socialpoint

Barcelona, Catalonia, Spain (Hybrid)

• 1 Month ago

Senior .NET Backend Developer

Gaming Innovation Group

Community Of Madrid, Spain (Hybrid)

• 1 Month ago

Game Tester: Russian

Localsoft, SL.

Andalusia, Spain (On-Site)

• 2 Weeks ago

Data Strategy & Data Governance | Senior Associate

PwC

Madrid, Community Of Madrid, Spain (On-Site)

• 6 Months ago

Food+ DCP Intern

The Walt Disney Company

Madrid, Community Of Madrid, Spain (On-Site)

• 5 Days ago

Get notifed when new similar jobs are uploaded

Operations Jobs

IN Associate - Customer Success

Sporty Group

Mumbai, Maharashtra, India (On-Site)

• 1 Month ago

Senior MMORPG Game Operator (GM/CM)

SmileGate

Seongnam-si, Gyeonggi-do, South Korea (On-Site)

• 1 Month ago

Data Center Operations Manager, Global Server Operations

Google

Saint-Ghislain, Wallonia, Belgium (On-Site)

• 1 Week ago

Dutch Speaking Customer Experience Agent

ComeOn Group

Gibraltar, Gibraltar (Hybrid)

• 6 Days ago

Outsourcing Specialist, Marketing

Eneba Games

(Remote)

• 2 Weeks ago

Associate Build Service Analyst

PlayStation Global

Petaling Jaya, Selangor, Malaysia (On-Site)

• 3 Weeks ago

Workforce Management Real - Time Analyst

Interactive Brokers

Mumbai, Maharashtra, India (On-Site)

• 6 Months ago

Senior Agent, Customer Service (Italian Speaker)

OKX

Budapest, Hungary (On-Site)

• 6 Months ago

Austrian German Speaking Game Presenter

Evolution

Birkirkara, Malta (On-Site)

• 11 Months ago

Senior Manager, Revenue Operations

Canva

Seattle, Washington, United States (Remote)

• 1 Month ago

Get notifed when new similar jobs are uploaded

Head of Studio 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

Similar Jobs

Principal Economy Designer - Unannounced Project

Sales Development Representative

Associate, Finance & Strategy, Games

Business Development Representative

Senior Licensing Manager

Region Operations Associate

Research Operation Coordinator - Global Research Operations Team (Contract)

Senior Manager, Client Strategy & Value Creation

Senior Internal Controls Manager

Mosquito Biologist/Scientist

Similar Skill Jobs

Associate Art Director - Dead by Daylight

Community Manager VII

Senior Cinematic Producer

Software Developer III

Junior Finance

Disney+ Program Finance Assistant Internship

Senior Operations Specialist (Accounts Receivable), Leasing

Fashion Account Management Intern

eCommerce Manager

Software Development Engineer in Test

Jobs in Málaga, Andalusia, Spain

Principal Combat Designer

Product Owner

Infrastructure Engineer

Principal Animator - Unannounced Project

Senior Game Economy Designer

Senior Software Engineer (Full Stack Engineer)

Senior .NET Backend Developer

Game Tester: Russian

Data Strategy & Data Governance | Senior Associate

Food+ DCP Intern

Operations Jobs

IN Associate - Customer Success

Senior MMORPG Game Operator (GM/CM)

Data Center Operations Manager, Global Server Operations

Dutch Speaking Customer Experience Agent

Outsourcing Specialist, Marketing

Associate Build Service Analyst

Workforce Management Real - Time Analyst

Senior Agent, Customer Service (Italian Speaker)

Austrian German Speaking Game Presenter

Senior Manager, Revenue Operations

About The Company

Head of Floor Operations – Live

Head of Studio Operations – Live

Junior Financial Accountant

Game Show Host - RAW Live

Level Up Your Career in Game Development!