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 two critical areas: Chargebacks and Player Operations. This role will directly manage Team Leads responsible for Chargeback and Player Operations teams, ensuring excellence across fraud prevention, KYC compliance, payment management, and chargeback dispute resolution.
Reporting to senior leadership, this role combines strategic oversight with hands-on management of team leads, 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
Team Management
- Provide direct oversight of Chargeback and Player Operations Team Leads, offering mentorship and guidance to enable their success.
- Foster leadership development among Team Leads, ensuring they effectively manage and develop their agent teams.
- Act as the primary point of contact between team leads and senior leadership, ensuring alignment on goals and performance expectations.
- Work with leads to optimize workforce planning, ensuring adequate staffing and balanced workloads across both functions.
Player Operations
- Oversee fraud prevention, KYC compliance, and payment workflows to ensure adherence to industry regulations (AML, KYC, PCI DSS).
- Support Player Operations Leads in reviewing transaction reports, identifying risks, and resolving escalated issues.
- Collaborate with internal teams to translate findings into actionable improvements, training, and process refinements.
- Ensure seamless collaboration between fraud, payments, and player support functions to enhance player experience.
Chargeback Management
- Provide strategic oversight of chargeback dispute management, ensuring timely and effective resolution of disputes.
- Lead initiatives to optimize chargeback processes, leveraging industry tools and best practices to mitigate risks.
- Review and analyze chargeback trends and prepare detailed reports for senior leadership.
- Collaborate with the Chargeback Lead to ensure team readiness, training, and compliance with Visa/MasterCard and industry regulations.
Operational Excellence
- Drive continuous improvement initiatives across fraud detection, payment success rates, and chargeback workflows, including automation and process optimization.
- Utilize operational data to identify trends, refine strategies, and enhance team performance.
- Partner with training teams to implement programs based on QA and operational findings.
- Act as a senior point of contact for resolving operational challenges during shifts, ensuring swift and effective resolutions.
Job Requirements
Experience
- Minimum 5 years in chargebacks, fraud prevention, or operational management roles, with at least 2 years managing team leads or senior agents.
- Strong understanding of industry compliance standards (AML, KYC, PCI DSS) and payment workflows.
- Experience in the gaming or financial services industry, particularly with USA/European accounts.
Skills
- Proven people management skills with the ability to coach, mentor, and lead high-performing teams.
- Analytical mindset with expertise in driving operational improvements through data-driven insights.
- Strong communication skills to effectively align teams and liaise with senior leadership.
- Familiarity with chargeback management tools, fraud detection systems, and workforce planning tools.
Education
- A degree in Business, Risk Management, or a related field is preferred.