VIP Operations Manager

Help drive operational excellence and best practice within our industry-leading VIP team @ Easygo.
What's in it for you?Are you ready to play a pivotal role in shaping the future of VIP Operations at a groundbreaking crypto casino platform? We're seeking a VIP Operations Manager with the vision, expertise, and passion to lead and drive excellence in an industry-first role! This is one of the most critical positions we've recruited for-designed to streamline operations, elevate our VIP player experience, and lighten the load for our core team.
You'll oversee four core areas:
Quality Assurance (QA), Learning & Development, Administration & Reporting, and Leadership & Growth.
This is a unique opportunity to shape the way we support our top-tier players and lead our team toward excellence.
Join a growing workforce of over 400 employees and help Easygo continue as one of Australia's fastest-growing organisations.
Your role with us:
You will join as our first VIP Operations Manager, responsible for managing and enhancing the operations within the VIP department, with a focus on quality assurance, learning and development, and administrative efficiency.
The role is designed to ensure that the VIP team delivers exceptional service to high-value customers while maintaining operational excellence.
This position plays a key role in driving continuous improvement through the refinement of KPIs and internal processes, ensuring the team aligns with business objectives.
You will ensure that our communications with customers pass our Quality Assurance tests by monitoring communications and identifying gaps within the process.
You will also act as a Learning Manager and help supervisors enable their team from a Learning & Development perspective.
Finally, we are looking for strong Leadership experience and skills, as you will grow into a role that will manage a small team.
What you will do:
Oversee the Quality Assurance Manager to maintain and improve the quality and consistency of VIP services.
Ensure regular evaluations and audits are conducted, driving accountability and adherence to service standards.
Oversee the Learning Manager in developing and executing effective training programs for the VIP team.
Foster a culture of continuous improvement and skills development within the team to stay ahead of industry trends.
Oversee the Admin Manager in ensuring the smooth handling of team administrative tasks, such as reporting, scheduling, and compliance.
Ensure that administrative processes support operational efficiency and team performance.
Review and provide actionable feedback on current KPIs and internal processes, ensuring they are aligned with company goals.
Collaborate with team members to improve performance against these metrics.
Design and implement new KPIs that accurately reflect team and individual performance, driving accountability and progress.
Innovate and optimize internal processes to enhance the team's productivity, customer experience, and operational effectiveness.
Collaborate with the Head of VIPs to identify gaps and inconsistencies within the operational processes of the VIP team.
Analyze existing workflows and systems to pinpoint areas for improvement.
Work closely with the Head of VIPs to devise and implement strategies aimed at closing operational gaps and improving overall team performance.
Ensure strategies align with business objectives and lead to more efficient and effective service delivery.
What you will bring:
3-5 years of experience in operations management, preferably in the i-gaming/gambling industry.
Strong leadership experience, with the ability to oversee multiple managers and functions.
Demonstrated success in developing KPIs and optimizing internal processes.
Excellent problem-solving and analytical skills, with a focus on improving team performance.
Strong collaboration and communication skills, especially in working with cross-functional teams.
In-depth understanding of the i-gaming/gambling industry and VIP client management.
Extensive experience within the gaming and/or wagering industry.
Bonus points if you also have:
Cryptocurrency knowledge would be advantageous.
Proficient with Google Suite (Drive, Spreadsheets, Docs), Slack, Jira & Intercom.
Experience in working with VIP or high-value customers in the i-gaming/gambling industry.
Proven track record in quality assurance, learning and development, or administrative management.
Bachelor's / Master's degree in Business Administration, Operations Management, or a related field.
Some of the perks of working for us:
EAP access for you and your familyAccess to over 9,000 courses across our Learning and Development PlatformTwo full-time baristas who will make your daily coffee, tea or fresh juice!Daily catered breakfastMassage Wednesdays - we get professionals to do this!Team lunches and happy hour in the office from 4pm on FridaysFun office environment with pool tables, table tennis and all your favorite gaming consolesHelp yourself drinks fridges and snack shelves'We are a 2024 Circle Back Initiative Employer - we commit to respond to every applicant'We believe that the unique contributions of everyone at Easygo are the driver of our success.
To make sure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.
We are passionate about providing a workplace that encourages great participation and an equal playing field, where merit and accomplishment are the only criteria for success.
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