Head of Operations / Operations Lead ( iGaming, UK)

We are an international iGaming holding developing our own B2C products and proprietary technology.
One of our key projects is a UK-focused online casino built on our own custom platform.
We are looking for a strong Head of Operations / Operations Lead who will take ownership of day-to-day casino operations and work closely with Product, Development, Payments, CRM, VIP, Support, Risk and Compliance.
This is a hands-on role for someone who understands how an online casino works end to end and can identify operational bottlenecks, find root causes and drive solutions.

Responsibilities
Own daily operations of the UK casino.
Control the full player journey: Registration KYC Deposit Gameplay Bonus Retention/VIP Withdrawal.
Identify issues affecting conversion, retention, payments, player experience and revenue.
Work closely with Product and Development on priorities, fixes and improvements.
Coordinate Payments, CRM, Support, Risk and Compliance operational flows.
Monitor deposit and withdrawal performance, PSP issues and payment-related incidents.
Improve SOPs, SLAs, escalation processes and internal workflows.
Reduce manual work through automation and process optimisation.
Analyse key operational KPIs and turn data into actions.
Manage critical incidents and ensure problems are resolved across teams.

Requirements
4+ years of experience in iGaming.
Experience in Operations / Casino Operations / Product Operations / Payments Operations or a similar senior role.
Hands-on experience with the UK iGaming market is mandatory.
Strong online casino background.
Good understanding of UKGC-regulated operations, KYC/AML and Safer Gambling processes.
Strong knowledge of Payments, CRM/Retention, VIP, Support and Risk/Fraud.
Experience working directly with Product and Development teams.
Strong analytical and Root Cause Analysis skills.
Understanding of key metrics: FTD Conversion, Deposit Success Rate, Retention, Repeat Deposit, Bonus Cost, GGR, NGR and LTV.
Strong English.
Nice to have
Experience with a custom-built casino platform.
PSP integrations / payment orchestration.
CRM / Retention or VIP background.
Game providers / aggregators.
SQL / BI tools.
Experience launching a casino product or GEO from scratch.

What we offer
Senior role with real ownership and decision-making power.
Direct influence on product, operations and business performance.
Work with a proprietary platform, not a standard white-label solution.
Opportunity to build and improve operational processes from the ground up.
Strong cross-functional team and direct communication with management.