Player Operations Lead

At Patrianna, we are passionate about delivering world-class gaming experiences to millions of players around the globe. As a fast-growing iGaming company based in Gibraltar, we are searching for a Player Operations Lead to oversee key areas of Player Operations, including AV, KYC, risk management, and payment processing. This role will directly manage a team of Operations Specialists, ensuring operational excellence and efficiency.

Reporting to senior leadership, this role combines strategic oversight with hands-on management of a team of Operations Specialists, fostering alignment with company goals and driving operational improvements. The ideal candidate will bring expertise in managing high-performing teams, a data-driven approach to decision-making, and a passion for operational excellence.

Key Responsibilities

Manage and mentor Operations Specialists, ensuring team development and alignment with business objectives.
Oversee AV, KYC, risk management, and payment workflows to maintain efficiency and compliance with industry best practices.
Monitor transactions and risk patterns to proactively identify and prevent fraudulent activity while optimising payment success rates.
Collaborate with internal teams to refine processes, implement training programs, and drive continuous improvements in fraud detection and operational workflows.
Work closely with payment providers and key stakeholders to enhance payment processing strategies and risk mitigation efforts.
Utilise data analytics to identify trends, improve decision-making, and enhance overall team performance.
Act as a senior escalation point, ensuring swift resolution of operational challenges and implementing best practices for process automation.

Job Requirements

Experience

Minimum 5 years in AV, KYC, risk management, payments, or operational management roles, with at least 2 years managing a team of specialists.
Strong understanding of payment workflows and risk mitigation strategies.
Experience in the gaming industry, particularly with USA/European accounts.
Experience with managing remote teams
Proven ability to manage and coordinate remote teams effectively, fostering engagement, communication, and productivity across different time zones

Skills

Proven people management skills with the ability to coach, mentor, and lead high-performing teams.
Analytical mindset with expertise in driving operational improvements.
Strong communication skills to effectively align teams and liaise with senior leadership.
Familiarity with fraud detection systems, risk management tools, and workforce planning solutions.

Education

A degree in Business, Risk Management, or a related field is preferred but not essential