Director of Operations

COO/Director of Customer Support, Trading, and Transaction & Anti-Fraud Departments

Reports To: Chief Executive Officer
Location: Tbilisi
Department: Operations / Risk & Customer Experience

Role Overview

The Director will lead and integrate the strategic and operational activities of the Customer Support, Trading, and Transaction & Anti-Fraud departments. This role is responsible for ensuring exceptional service delivery, revenue protection, operational efficiency, and regulatory compliance. The Director will work closely with senior leadership to drive performance, mitigate risks, and maintain a customer-first approach across all functional areas.

Key Responsibilities:

Strategic Leadership

• Define and implement strategic objectives for each department, aligned with company goals;
• Drive cross-departmental collaboration to improve customer experience, trading integrity, and fraud prevention;
• Monitor KPIs and adjust operational plans to meet performance, efficiency, and risk mitigation targets. 

Customer Support Department Oversight

• Ensure 24/7 high-quality support across multiple channels (chat, email, phone, social);
• Develop and optimize support workflows (AI), service-level agreements (SLAs), and knowledge management;
• Lead initiatives to enhance customer satisfaction and reduce customer churn;
• Train and develop support leadership and agents to ensure skill alignment with evolving customer needs.

Trading Team Oversight

• Supervise risk management, pricing strategy, and trading operations for sportsbook and other betting products;
• Ensure real-time trading decisions are accurate, profitable, and compliant with market trends and responsible gambling standards;
• Foster innovation in data-driven trading models, tools, and processes;
• Align incentive schemes and operational practices to minimize conflict of interest and improve trading integrity. 

Transaction & Anti-Fraud Department Oversight

• Oversee all customer transaction processing: deposits, withdrawals, and reconciliations;
• Implement robust anti-fraud and AML detection systems, ensuring rapid response to suspicious activity;
• Collaborate with compliance and legal teams to ensure policies meet regulatory standards;
• Establish processes to reduce chargebacks, payment abuse, and fraud-related losses.

People Management

• Build and mentor high-performing teams with clear succession planning;
• Foster a culture of accountability, transparency, and performance excellence;
• Lead regular performance reviews and coaching for department heads and senior managers. 

Reporting and Analytics

• Provide regular performance and risk reports to the executive team;
• Use data analytics to inform strategic decisions and improve operational efficiency;
• Track regulatory and market trends to anticipate operational or compliance challenges.

Requirements:

Education & Experience

• Bachelor’s or master’s degree in business administration, Finance, Operations, or related field;
• 6+ years of leadership experience in iGaming, fintech, or high-volume customer-facing operations;
• Proven success in managing multi-functional departments and cross-border teams.

Skills & Competencies

• Strong analytical, decision-making, and problem-solving skills;
• Deep understanding of sports betting operations, fraud prevention systems, and customer care platforms;
• Excellent leadership, communication, and stakeholder management skills;
• Knowledge of regulatory environments (e.g., AML, KYC, responsible gaming).

Key Performance Indicators (KPIs)

• Customer satisfaction (CSAT, NPS);
• Support response/resolution time;
• Trading margin / profitability;
• Fraud detection rate and financial loss recovery;
• SLA compliance and operational efficiency metrics.

We offer

We offer working in fast growing business with professional management teams and value driven challenging and development oriented organisational culture. Here we have non-formal, creative and comfortable environment. If you enjoy diversity and fast pace then you are right person for this position and in this case there is the right environment provided for you to fulfil your potential. 

APPLY:

If you feel you have what it takes to be successful in this role, don't hesitate to apply. Since we will be interviewing candidates continuously send your application as soon as possible to be included in the recruitment process.